Team And Role Introduction
- Handle customer inquiries and complaints via phone, email, and live chat, providing prompt and professional assistance.
- Maintain a deep understanding of Alibaba International's products and services to effectively address customer needs.
- Develop and implement strategies to resolve complex customer issues, ensuring high customer satisfaction.
- Collaborate with cross-functional teams, such as sales and product, to resolve escalated issues and improve overall customer experience.
- Document customer interactions, update customer records, and track key performance indicators (KPIs) to measure service quality.
- Responsibilities:
Monitoring And Performance Evaluation
- Monitor and evaluate the daily operations of the Hub Team, including tracking progress, quality of request processing, and adherence to procedures.
- Develop and implement a system of Key Performance Indicators (KPIs) for the Hub Team, tracking and analyzing results to identify strengths, weaknesses, and propose solutions for improvement.
- Ensure the Hub Team achieves the established service quality targets (e.g., response time, seller satisfaction).Performance Management:
- Evaluate the Hub Team's performance based on scorecards, identify areas for improvement, and recommend appropriate training and development solutions.
- Provide regular feedback to the Hub Team on their work performance, offering guidance and support to enhance their capabilities.
Process And Policy Synchronization
- Ensure consistency in customer service processes and policies across related teams (CS/COG/Hub Team/Ops).
- Act as a bridge between the Hub Team and other teams to ensure timely and accurate information sharing.
Reporting And Data Analysis
- Conduct in-depth analysis of customer data, product effectiveness, and service delivery to gain insights, and propose solutions to enhance service experience and increase the Hub Team's operational efficiency.
- Develop straightforward and easy-to-understand reports for management regarding the Hub Team's operational status, including improvement suggestions.
Job Requirements
Requirements/Qualifications(must have):
Minimum 3 years of experience in customer service or at least 3 years in E-commerce Logistics, specifically in operations quality.
- Strong independent work management and multi-tasking skills.
- Ability to document and visualize processes.
- Excellent communication, presentation, problem-solving, and organizational skills.
- Ability to balance persuasiveness with professionalism.
- Skills and Qualifications (Preferred):
- Bachelor's degree or higher.
- Flexible working hours.
- Ability to travel frequently within the region (HCM/HN, Hub/Office, etc.)
