Iris
Overseas Customer Service Officer
X-FunctionalCapabilities
- 24/7 cross-timezone support 85%
- Proactive order-progress push 95%
- After-sales ticket management 80%
- Customer analytics & retention 90%
- Multilingual (EN/AR/RU/FR) 85%
Key performance indicators
| Metric | Baseline | Target |
|---|---|---|
| First response time | 2小时+ | <3分钟 |
| CSAT | 75% | >90% |
| Ticket closure rate | >95% |