Review Management

Responsibilities

1.Manage & Follow Up on Negative Reviews

• Reach out to customers via phone, message, or chat to address negative feedback and offer appropriate solutions.

• Provide compensation or alternative resolutions following company SOPs to ensure a positive customer experience.

• Persuade customers to revise their reviews to 4-5 stars while maintaining professionalism and integrity.

• Work towards achieving team targets for review modifications and reversal rates.

2.Track & Update Review Cases

• Maintain an organized system for monitoring and updating negative review tickets.

• Ensure accuracy and completeness when documenting case details in the system.

3.Ensure Compliance & Attendance

• Maintain reliable attendance with on-time clock-in and clock-out.

• Adhere to onsite work policies and team scheduling to support smooth operations.

4.Cross-Department Coordination

• Collaborate with customer service, sales, and operations teams to resolve post-sales issues efficiently.

• Promote effective communication to expedite issue resolution and enhance the overall customer experience.

5. Enhance Customer Satisfaction with Global Teams

• Work closely with the international team to align strategies and implement best practices for review management.

• Continuously seek ways to improve customer satisfaction and brand reputation.

1.Strong communication & negotiation skills – Ability to handle sensitive customer interactions professionally and persuasively.

2.Fluent in English (listening, speaking, reading, and writing) – Mandarin proficiency is a plus.

3.Experience in customer service, particularly in e-commerce – Familiarity with handling online reviews is a strong advantage.

4.Excellent problem-solving & execution ability – Able to follow SOPs while thinking critically to offer the best solutions.

5.Highly reliable & detail-oriented – Ability to maintain accurate records and handle multiple cases efficiently.

6.A team player with a strong learning ability – Willingness to adapt and collaborate across departments.