Job Description
- Brand Protection Lead
- Overview the day-to-day Brand IP registration and IP case management operations
- Manage and ensure the team’s productivity, quality as well as the team's KPI
- Summarize and report the insights, concerns to cover risks and process gaps
- Work with several teams in solving IP related inquiries, unclear cases, and urgent escalations
- Involve in regional and local IP protection projects and ad-hoc assignments
- L3-Content CS Ticket Lead
- Lead a team to engage promptly and professionally with community members through various channels, including email, calls, and CRM systems, both online and offline.
- Demonstrating a deep understanding of customer feedback and requests for improving Operation SOPs and maintaining customer satisfaction, which require comprehensive knowledge of team policies, services, and community guidelines
- Ensure the team provides timely and accurate responses to user inquiries, addressing questions, concerns, and technical issues related to products, services, or policies.
- Supervise the team in handling complex or high-risk cases and provide support as necessary to resolve customer issues with empathy and attentiveness to their needs.
- Identifying gaps in team SOPs and proposing effective solutions to address pain points shows a proactive approach to improving processes and enhancing customer service.
-
Collaborate with cross-functional teams such as Seller Ops and Legal to gather information to support users' needs and preferences.
- Require previous experience in Customer service, User experience, Seller Ops or community support roles at minimum of 1 to 2 years
- Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner
- Excellent logical thinking, problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries
- Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service
- Ability to work in a fast-paced environment and effectively manage multiple assignments simultaneously
- Familiarity with Excel, and basic understanding of CRM tools
- Have background or knowledge in intellectual property is a plus