Key Responsibilities:

1. Customer Complaints Management & Process Development

• Build and manage the customer complaints team, and develop standardized operating procedures (SOPs).
• Oversee complaint handling across all channels (online CS, App Store, social media, review platforms, etc.).
• Manage triage, escalation decisions, and resolution for complex or high-risk complaints.
• Establish a customer complaints data analysis system, produce regular review reports, and provide optimization recommendations.

2. Cross-Departmental Collaboration (Customer Service, Brand & Legal)

• Work with Customer Service and Brand teams to optimize frontline response scripts and improve handling efficiency.
• Collaborate with the Legal team to assess reputational risks and ensure all external responses are legally compliant.
• Develop unified response strategies for sensitive or poten...