Main Responsibilities

ü  Support outsourced BO colleagues by being an expert in all customer service procedures to improve performance, and feedbacks peers and managers on way of working;

ü  Own all BO procedures concerning all Great China markets and ensure knowledge in the BO team together with the team leaders, trainers and operations to respond/keep relevant markets info. up to date;

ü  Supports operational and master trainer functions with a focus on BO procedures to optimize the workflow as well as training material suggestions;

ü  Is an ambassador for the cross functional contact, especially for daily incidents follow up;

ü  Recognizes different needs of customers and colleagues, and proactively provides solutions and advice to colleagues;

Requirements

ü  Bachelor degree or above;

ü  With E-COM profile or experience;

ü  Tmall background will be a plus; 

ü  A genuine interest in online customer service back office and in driving improvements proactively

ü  A mindset where the customer experience always is at top of your mind;

ü  Ability for strategic thinking and planning as well as decision making;

ü  Team player but also comfortable working independently;

ü  Previous experience from E-COM territory is a merit;

ü  Fluent in Chinese mandarin and simplified Chinese;

ü  Fluent in English; both written and spoken;

ü  Skill of MS office;