Ecom Customer Service Manager

1.To continuously improve consumer satisfaction as the foundation of customer service, the position needs to clarify the customer service methodology from the brand point of view, to manage the customer service provider, regulate service content and process, and make qualified standard and KPI.

2.Make standard service policy, including service language, service standard, and special case treatment solution etc.

023. For new product, the position needs to build the Q&A for different sales period (including before sales, during sales, and after sales), collect and categorize consumers feedback, and update regularly to relative department, and follow up. Optimize the communication language of the products.

4. To manage the services at call centre, brand social media account, flagship store etc, including not only limited to product functional training, Q&A, and monitoring.

5. Optimize and centrally manage the repair centre, customer services, after sales, anti-counterfeit tracking system etc that any point that would get in touch with consumers. In the other word, anything actions or department would help to contribute the customer service satisfaction, would be treated as the customer service range.

6. Set up customer complaint system, to sort out the incident, special cases of complaint, and relative government complaint.

7. Regularly do the training and testing on the customer service provider, including not only limited in brand value, product, Q&A, services and etc.

8. Build up the customer service team and continue upgrade when business growing; Planning the customer service team to suit the developing requirement of the business.

9. To implement automatic, systematic and data transferring modern management process.

REQUIRED EXPERIENCES / EDUCATIONAL BACKGROUND:02

-Leadership and entrepreneurial skills with a collaborative approach and being able to have influence and impact without authority.

-Energetic and reliable with excellent problem-solving skills.

-Methodical and able to manage different projects at the same time as well as work well under pressure.

-Enjoy working in a deadline-driven and creative environment.

-Well-known to bringing content from overseas to China.

-Excellent oral and written communication skills in both English and Chinese.

REQUIRED SKILLS:

Have solid channel marketing experience with thorough understanding of consumer purchase journey across digital and physical channels.

3+ years of experience on both strategic and day to day operational level in an international environment.

Bachelor’s degree or above is preferred