Online Customer Service Specialist (Text and Information Processing) Yueda Technology Co., Ltd.
Handled Chinese-language customer inquiries on an e-commerce platform, serving more than 80 customers per day through written communication. Maintained clear, standardized responses and achieved a 95% customer satisfaction rate.
Resolved end-to-end issues involving orders, after-sales service, and logistics according to business rules and approved response scripts. Helped update customer-service scripts and FAQ content by converting recurring questions into standardized answers, reducing repeated inquiries by 20%. Used WeCom, DingTalk, and Zendesk to respond in under 30 seconds and maintain complete case records.