Customer Service Subject Matter Expert

Responsibilities:Gain in-depth understanding of the provided products and services, possess professional knowledge of products and business, and continually learn new business knowledge to enhance business skills.Provide business support to the customer service team, coach daily operations to ensure quick and effective resolution of customer issues. Enhance the skill level of the customer service team through the development and implementation of training plans.Develop and implement Standard Operating Procedures , continuously optimize processes to improve customer service efficiency and enhance service quality.Familiarize and proficiently use various customer service tools, refine the customer service workspace, and improve customer service efficiency.Analyze user inquiries, gather user feedback, and collaborate with the product development team to drive product optimization.Contribute to the construction of an intelligent customer service system, combining intelligent tools to enhance the intelligence and self-service capabilities of user services.Qualifications:Bachelor's degree or above. Proficiency in Chinese.Have 1 - 2 year of experience in process development and managementProficient in process management and optimization methodologies, with practical experience in risk and compliance.Candidates with experience in the financial or blockchain industry will be given priority.