Service excellence manager

Responsbilities:

Lead, manage & co-work TP customer service representatives team for various ecommerce ecosystems in driving customer service as part of the superb consumer experience and achieve service quality & conversion KPIs
Convert business initiatives into quantifiable customer services related KPIs
Work closely with internal stakeholders to design and maintain the customer journey
Analyze customer complaints and enquiry data to generate reports for improving service standards
Support stakeholders to ensure smooth digital customer experience such as merchandising and customer journey across platforms
Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners

Qualifications:

5-8 years customer services experience including at least 3 years of working experience in e-commerce or other digital disciplines
University degree required
Solid project management skills
Strong business sense, and at the same time, good technical sensibility and understanding
Experience with e-commerce online customer service software, call center telephony and technology, digital analytics application, content and order management systems
Excellent communication (English and Chinese) and exceptional interpersonal skills; effective and persuasive
Immediately available is highly preferred

Danone China