Consumer Service Specialist I Digital China - Converse
•Shanghai, China
Responsibilities:
Co-work with all platform(like 400 hotline, wechat, tmall, douyin, JD etc.) to deal with consumer experience, resolve cases related Q&A, order, store activation, etc.
Share inputs on the process optimization and provide necessary experience support to the team.
Work with government related department to resolve complaints and be sensitive to potential risks, support PR and Legal to deal with issues.
Provide supervision and guidance to vendor partners to walk through smoothly process and always focus on consumer satisfaction, set the reasonable KPI and share the insights on KPI tracking.
Generate reports and provide data & insights to the internal and X-function teams to improve and support the service continuously.
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Minimum 3 years of relevant work experience in consumer service;
Have knowledge of eCommerce;
Ability to work in a fast-paced, and under high-pressure environment; good communication skills and clear problem-solving skills; ability to multi-task projects
Experience in managing agencies
Basic working proficiency in English
Client-provided location(s): Shanghai, China
Job ID: nike-21272_R-64239 Employment Type: Full Time
