Job Description

[Job Overview]

As the chief customer service of Meaven Group, you will play the role of the "central nervous system" in the company's operating structure. You are not only responsible for the diversion of customer needs on the front line, but also need to have the ability to translate complex product operation information into standardized communication scripts, and manage multi-language (Chinese, English, Russian) customer service teams.

Position Overview?

As the Head of Customer Service for Meaven Group, you will serve as the "central nervous system" of the company's operational framework. Beyond managing front-line customer demand triaging, you are responsible for transforming complex product operational data into standardized communication scripts. You will also oversee a multilingual (Chinese, English, Russian) customer service team.

[Core Responsibilities]

Knowledge base establishment and optimization:

Take the initiative to connect with the Operations side and sort out the professional information of each product line (CSP, real estate, payment). Responsible for writing and updating standard question and answer forms (FAQs), and translating/proofreading them into English and Russian (if necessary) for use by customer service at all levels.

Demand diversion and mid- to back-end docking:

Accurately judge the strength of customer demand in external groups and decide whether to involve operators. As the only window for the customer service terminal to connect with the operation terminal, it ensures the accuracy and timeliness of information transmission.

Team management and supervision:

Guide and supervise the daily work of Chinese, English and Russian small customer service to ensure that their implementation meets company standards. Ensure that all customer inquiries and information and bill of lading transactions are accurately recorded in the Lark collaboration form.

?Core Responsibilities?

Knowledge Base Development & Optimization:

Proactively interface with the Operations department to organize professional information across various product lines (CSP, Real Estate, Payments). Draft and update standard FAQ scripts and ensure accurate translation/proofreading into English and Russian (as needed) for team-wide use.

Demand Triaging & Back-end Liaison:

Accurately assess the urgency and nature of customer needs in external groups to determine when to involve operational staff. Act as the sole point of contact between Customer Service and Operations to ensure the accuracy and timeliness of information flow.

Team Management & Supervision:

Guide and supervise the daily tasks of Chinese, English, and Russian-speaking junior support staff to ensure compliance with company standards. Ensure all customer inquiries, information, and ticket submissions are accurately recorded in Lark collaboration sheets.

[Job requirements]

Language skills:

Excellent Chinese and English bilingual communication and writing skills.

Background Qualifications:

Taiwanese, with rich experience in high-end customer reception, business secretary or customer service management.

Core soft power:

with strong logical induction ability, can organize messy information into easy-to-understand work flow (SOP).

Service characteristics:

excellent service attitude, can calmly handle complex customer needs.

Technical application:

Proficient in operating Lark or similar collaboration software, with self-management ability of remote office.

?Requirements?

Language Proficiency:

Exceptional bilingual communication and writing skills in both

Chinese and English

.

Background:

Taiwan national with extensive experience in

High-end Hospitality, Business Secretarial roles, or Customer Service Management

.

Core Soft Skills:

Strong logical induction skills with the ability to synthesize disorganized information into clear Standard Operating Procedures (SOPs).

Service Attributes:

Superior service mindset with the ability to remain calm while handling complex client demands.

Technical Proficiency:

Proficient in

Lark

or similar collaborative software; must possess strong self-management skills for a remote work environment.

[Salary and treatment]

salary:

7000- 9700 aed

Work location:

completely remote office without geographical restrictions.

Reporting object:

Report directly to the CEO.

Development Opportunities:

Participate in multinational teams and gain in-depth knowledge of advanced financial services such as Dubai real estate, payment systems and CSPs.

?Compensation & Benefits?

Work Location:

100% Remote (No geographical constraints).

Reporting Line:

Reports directly to CEO.

Growth Opportunity:

Engage in multinational team collaboration and gain deep insights into high-end financial service sectors, including Dubai Real Estate, Payment Systems, and CSP.
Job Type: Full-time

Pay: AED7,000.00 - AED9,700.00 per month

Work Location: In person