• Support team leader to establish overall online customer service strategy and execute to achieve the success
• Understood different digital platforms (T-mall, JD, we-chat etc.) sales mechanism and service levels (KPIs) to supervise consumer service team’s overall service quality and enhance E2E service levels;
• Build up standard service delivery model and rule for consumer support knowledge base;
• Organize, train and coach the customer service team, review team performance;
• Drive for optimal vendor relationship and performance;
• Be able to well manage consumer complaints and escalations; align with the various departments (PR, GR, Brands etc.) on communication and process;
• Drive the staffing plans, schedules and quality/process change initiatives in current fast-paced environment;
• Be responsible for reporting and analysing consumer feedbacks; dig out improvement areas and propose operational solutions to improve consumer service level;
• Lead for CS operational excellence;
• Explore tools and define SLA’s and KPI’s to track service quality and productivity;
• Master the fundamentals and bring service innovation to improve efficiency and effectiveness and focus on digital transformation improve cost effectiveness
• Explore new opportunities to improve the customer experiences by providing more exclusive and premium customer service initiatives.
• Drive the consumer service conversion to contributes to the commercial value by automating transactional enquiries, enhancing self-service for consumers, with focus on sales & brand driven conversations.

其他信息

行业要求：全部行业
所属部门：Corporate E-Commerce