ASSISTANT MANAGER, ECOMMERCE OPERATIONS

Set up and keep optimizing the customer service operation SOP (standard of process)

Develop and implement the customer service scripts on daily and promotion basis with supports from TP customer service team

Study the regulation and rules on all marketplaces and work with TP and internal IT and warehouse/logistic team to track the status from order processing, delivery, return & exchange, payment & refunds to identify service risks

Manage the handling process of the consumer complains on all stores

Monitor and analyze all customer service related performance index and data across all stores to provide improvement suggestion and action plan

Further develop the customer service performance and monitoring matrix

Deliver requested customer service related reports according

Work with line manager and store operation team to achieve the customer service targets, improve the service level (including inquiry conversion, aftersales service, automation tool, representative capability training and inquiry quality control, etc.) across all stores (TMALL, JD, Owned Website, WeChat Store and other new stores

Work with warehouse and logistic team to elevate the service performance index and shorten the service duration

On request, work with Operation Manger and IT team (internal and TP) to develop system customization projects to improve customer service efficiency

Bachelor degree in Ecommerce / Business preferred with good business acumen

More than 4-year experience of E-commerce customer service management, including back-end and CS team management; IT knowledge will be a plus;

Workable Written English

Working Knowledge of MS office programs (Word, PPT, Excel)

TP working experience will be a plus

Strong interpersonal/influencing skills

Details Driven

Able to work under high pressure and be flexible in working extended hours

A good team player

Experience managing vendor relationships

Detail-oriented and focused on quality control and execution efficiency