Senior Customer Support Agent – [Company name], Shenzhen
About Us
[Company name] is an e-commerce company based in Shenzhen, [one line on products and customers needed]. Our support team keeps customers confident at the moments that matter most: paying and managing their accounts.
The Role
As a Senior Customer Support Agent, you will:
- Handle customer conversations over chat and email, focused on payment and account issues
- Resolve cases end to end, escalating only where needed and following up until closed
- Mentor two junior agents: review their replies, coach on tricky cases and help them grow
- Spot recurring problems and flag them to the wider team so they get fixed at the source
What We Are Looking For
Must-have
- At least three years of experience in customer support
- Fluent written Chinese and English
- Calm, clear communication with customers who may be frustrated about money or access
- A collaborative attitude and genuine interest in helping others improve
Nice-to-have
- Working knowledge of SQL for looking up orders and account data
- Experience handling payment disputes (chargebacks, refunds, failed transactions)
What We Offer
| Salary | 12,000 – 16,000 yuan per month, depending on experience |
| Working pattern | Hybrid – three days a week in the office |
| Development | A dedicated training budget for courses and certifications |
Location and Type
- Location: Shenzhen, hybrid (three office days per week)
- Type: Full-time, permanent [confirm contract type]
How to Apply
Send your résumé by email to [application email]. A short note on why this role interests you is welcome but not required. We reply to every applicant within one week.