Responsibilities:
• Understand deeply the account operation on Alibaba.com
• Consulting and training customers on how to operate accounts via zalo, email, phone
... to ensure customers operate accounts in the best way
• Interface with other departments for the best possible co- operation and utilization of
resources, e.g Operations Leader, Export Leader for efficient supply of services and
upgrading procedures,
• Work as a translator for managers when required.
• Receive the latest information and events from Alibaba to inform customers.
• When customers have problems, in charge of contacting Alibaba to help solve them.
• Maintaining a positive, empathetic, and professional attitude toward customers at
all times.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the efficient and professional daily operation of Service Team, both
in terms of staff performance and operational systems
• Build short- term and long- term plans for Service Representative based on company
improvement,...
sales target, including staff resources, staff training, functioning procedure
• Ensure well- functioned administrative procedures in the Department, including
correct and timely reporting
• Lead the development of customer excellence projects, programs, and processes
• Analyze advertisement campaign&039;s performance data to help customers
experience along with every touchpoint
intended to help the organization understand, analyze, and create a positive customer
• Research on customer experience and innovation in terms of best practices,
methodologies, and tools applied within and beyond the e- commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers;
design and integrate systems and processes to support the collection and synthesis
f customer feedback
• Identify innovation opportunities in customer experience, develop and prioritize
and customer loyalty
initiatives with business leaders and stakeholders that will encourage differentiation
• Develop measurement tools, as well as change and communications programs,
to continuously improve adoption of best practices throughout the organization
• Work closely with other business functions to incorporate customer experience
strategies and seek out opportunities to improve the customer experience
Requirements:
• Enthusiastic, honest, and responsible.
• University Graduation
• Proficient in Chinese with 4 skills of listening, speaking, reading, writing (for CSR
Chinese positions)
• Proficient in Word, Excel, and PowerPoint
• Experience working with customer support.
• Proficient in English is a must
• Effective communication and teamwork skills.
• Ability to stay calm when customers are stressed or upset.
• Priority has experience in the same position
• Ability to work independently and withstand high work pressure.
