Customer Care Coordinator
On-siteЖана-Аул, Respublika Altay, Russian Federation
Job Summary
Handle and follow up on customer enquiries and complaints across online and in-store channels, primarily via email and phone. Coordinate order-related issues including delivery status, refunds, returns, and exchanges while acting as the key contact with warehouse and delivery partners. Liaise with brand partners on after-sales support and shipment arrangements, maintaining operational trackers and preparing basic reports using Excel. Create, update, and improve SOPs and internal guidelines to support process improvements and smooth operations. Support the Customer Service Manager on operational projects, system enhancements, and ad-hoc initiatives to ensure better customer experience. Requires 1–2 years of relevant experience and strong command of spoken English and written Chinese.
Required Qualifications
- Diploma or degree holder in Hospitality, Business or Operations management or a related discipline
- 1–2 years of relevant working experience in Customer Service, Call Center operation, E-commerce operation, Retail operations, or a similar role
- Good command of spoken English and Chinese
- Written Chinese proficiency
- Excellent MS Excel, Word and PowerPoint skills
- Comfortable working with spreadsheets, trackers, basic formulas, and data reporting
Desired Qualifications
- Strong customer-first and problem-solving mindset
- Highly organized and comfortable managing multiple follow-ups and stakeholders at the same time
- Detail-oriented and takes accuracy seriously
- Takes ownership and follows issues through from start to finish
- Strong communication and interpersonal skills
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