Main Responsibilities:
- Monitor orders and handle abnormal orders on ecommerce platform including delivery time, product return, customer complaint escalation and etc.
- Closely communicate with internal team including delivery, finance, e-commerce operation and IT to follow up the abnormal orders and improve customer satisfaction. For abnormal scenarios, organize each module to output common solution and solidify the process.
- Manage related knowledge and review the integrity and quality of its structure and content regularly. Promptly transfer knowledge (including FAQ information for each campaign) to customer service center and be responsible for reducing the customer complaint escalation rate.
- Service Experience Monitoring: Regularly collect experience-related KPI data, prepare data reports, organize meetings and issue backtracking to analyze the causes of abnormal service cases, develop improvement measures.
- In charge system operation for order return/refund practice and make sure timely processing.
Requirements:
1. Bachelor degree or above, interested in the e-commerce industry.
2. Goal-oriented working attitude Strong problem-solving abilities and attention to detail.
3. Strong communication skills and teamwork skills, good at coordinating all parties to achieve common business goals.
4. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
