Customer Service Specialist

About Us
MICO WORLD is a leading global internet company focused on social entertainment, with a diverse portfolio that includes products like MICO, YoHo, TopTop, and SUGO. With years of market expertise, the company has established a strong presence in the Middle East, Southeast Asia, North America, Japan, and South Korea. MICO WORLD operates in over 150 countries and regions, serving a global user base of over 200 million.
We are committed to leading the global social entertainment industry, creating more positive emotional values worldwide.
Job title: Customer Service (SVIP Operations Specialist )
Job Responsibilities
Handle inquiries, feedback, and complaints from in-app SVIP users to ensure a high-quality service experience and user satisfaction.
Identify SVIP churn risks, provide early warnings, and implement timely retention strategies to reduce churn.
Develop off-platform user acquisition and conversion strategies through overseas social media, external communities, and guild networks to attract potential high-value users.
Collaborate with streamers, guilds, and external partners to convert their core audiences into SVIP users, track conversion performance, and optimize results.
Build and maintain an off-platform pool of high-value users for long-term engagement and relationship management.
Job Requirements
Experience: 1-3 years of experience in user operations, key account management, customer service, or related fields. Experience in live streaming, social entertainment, or overseas markets is preferred.
Languages: Vietnamese is required as the primary working language. Chinese and English proficiency is preferred.
Platform Knowledge: Familiarity with mainstream Vietnamese social media and live streaming platforms, as well as local internet culture and user behavior.
User Focus: Strong user insight and empathy, with the ability to independently resolve complex user issues and complaints.
Data Analysis: Proficiency in Excel and the ability to analyze data, identify issues, and propose actionable improvements.
Communication: Strong communication, coordination, and cross-functional collaboration skills, with the ability to work under pressure in a fast-paced environment.