1. Monitor and evaluate the performance of customer service representatives, providing feedback and coaching as needed.

2. Handle escalating customer inquiries and complaints, resolving issues promptly and professionally.

3. Analyze customer service metrics and user feedback to identify areas for improvement and implement corrective actions.

4. Ensure the customer service team is knowledgeable about our products, services, and industry developments.

5. Communicate with business teams to gather feedback from users and channels regarding the following aspects.

6. The transaction experience on the platform, particularly the evaluation of customer service performance, identifying areas for improvement, and continuously enhancing the user experience.

7. Promptly inform relevant departments about user issues and online transaction anomalies and follow up until the issues are resolved.