Consumer Service Specialist I Digital China - Converse

Responsibilities:

• Co-work with all platform(like 400 hotline, wechat, tmall, douyin, JD etc.) to deal with consumer experience, resolve cases related Q&A, order, store activation, etc.
• Share inputs on the process optimization and provide necessary experience support to the team.
• Work with government related department to resolve complaints and be sensitive to potential risks, support PR and Legal to deal with issues.
• Provide supervision and guidance to vendor partners to walk through smoothly process and always focus on consumer satisfaction, set the reasonable KPI and share the insights on KPI tracking.
• Generate reports and provide data & insights to the internal and X-function teams to improve and support the service continuously.

Requirements:

• Minimum 3 years of relevant work experience in consumer service;         
• Have knowledge of eCommerce;       
• Ability to work in a fast-paced, and under high-pressure environment; good communication skills and clear problem-solving skills;  ability to multi-task projects
• Experience in managing agencies
• Basic working proficiency in English