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 potential crisis incidents.
3. Public Opinion Monitoring & Crisis Management
Build and maintain a public opinion monitoring system covering social media, forums, news media, and review platforms.
Identify potential risk-related public sentiment in real time, develop response plans, and drive execution.
Lead response and post-incident review for major public opinion issues or crisis events.
4. External PR & Spokesperson Management
Serve as one of the company’s official spokespersons for public opinion and customer complaint matters.
Develop and centrally manage all external communication messaging (statements, replies, announcements, etc.) during public opinion incidents.
Draft, review, and have final control over all external PR content to ensure accuracy, consistency, and alignment with brand tone.
Lead external communication strategies during major public opinion or crisis events, including media responses, public statements, and support for executive communications.
Support and participate in media relations, interview coordination, and necessary public appearances.
5. Brand Reputation Optimization
Provide product, service, and brand improvement recommendations based on user feedback and public opinion data.
Collaborate with the Brand/Marketing team to enhance user trust and strengthen brand image.
Requirements
Bachelor’s degree or above, preferably in Journalism, Communications, Public Relations, Marketing, or related fields.
Minimum 3 years of relevant experience in public opinion management, major crisis PR, or corporate spokesperson roles. Team management experience is required.
Strong familiarity with the public opinion ecosystem and rules of social media, app stores, and review platforms. Experience in building and implementing public opinion monitoring systems/tools is a must.
Excellent crisis management and decision‑making skills, able to make quick judgments under high pressure.
Outstanding bilingual (Chinese & English) communication, negotiation, and presentation skills. Experience handling media interviews or overseas public opinion is highly preferred.
Strong public speaking and content control abilities, capable of independently representing the company as spokesperson.
Experience in Internet, Fin Tech, or Web3 industry is a plus.
