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For Companies At a Glance
- Tasks: Manage escalated seller and creator enquiries, ensuring excellent service and effective resolutions.
- Company: Join a leading e-commerce platform focused on enhancing customer experiences.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
- Why this job: Be a key player in improving processes and making a real impact in the e-commerce industry.
- Qualifications: BA/BS degree, experience in escalation processes, and strong communication skills in Mandarin and English.
The predicted salary is between 45000 - 55000 £ per year.
Overview
Establish effective escalation SOP & process and guidelines. Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system. Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Promptly escalate critical/high-risk cases to the appropriate authority. Monitor the execution of improvement plans to ensure the oncall team is meeting all performance-related metrics (e.g. CSAT, SLA). Coordinate with other teams/departments to resolve customer issues, follow-up and ensure close-loop to all escalations.
Partner with QA & Training Program Manager to coach the oncall service team agents on escalation case studies. Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in Joybuy e-commerce. Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes. Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights. Lead and facilitate effective communication between orgs, functions and teams by building strong partnerships, moving between communication styles, and developing clear and transparent communication related to programs and processes.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience creating escalation process or handling escalation cases.
- Experience building, managing and influencing relationships with internal stakeholders.
- The candidate must be able to communicate effectively in Mandarin with internal teams, partners, and clients to ensure alignment, facilitate smooth project execution, and support business growth in Chinese-speaking markets.
- Excellent communication and documentation skills in both English and Mandarin (preferred).
Preferred Qualifications
- Experience in the eCommerce industry is a plus.
- Experience in Quality Assurance under customer service environment is a plus.
- Detail oriented, experience with KPIs and quality.
- QA in a customer service environment - Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure/analyze dashboards).
Senior Merchant Support Manager in England employer: JD.COM
Contact Detail:
JD.COM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Merchant Support Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the eCommerce industry and let them know you're on the hunt for a Senior Merchant Support Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your escalation process knowledge. Be ready to discuss how you've handled similar situations in the past, and think about specific examples that showcase your problem-solving skills and ability to work with internal stakeholders.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Check out our website for the latest job openings! We regularly update our listings, and applying directly through us can give you a better chance of landing that dream job. Plus, it shows you're proactive and really keen on joining our team!
We think you need these skills to ace Senior Merchant Support Manager in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with escalation processes and managing relationships. We want to see how your skills align with the Senior Merchant Support Manager role, so don’t hold back!
Showcase Your Communication Skills: Since effective communication is key in this role, be sure to demonstrate your ability to communicate clearly in both English and Mandarin. Use examples from your past experiences where you’ve successfully navigated complex situations.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can identify root causes and provide solutions. Share specific instances where you’ve tackled challenges in customer service or eCommerce, and how you improved processes as a result.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at JD.COM
✨Know Your Escalation Processes
Make sure you understand the escalation processes and SOPs relevant to the role. Be ready to discuss your experience in creating or managing these processes, as well as how you've handled escalated cases in the past.
✨Showcase Your Communication Skills
Since effective communication is key for this position, prepare examples that highlight your ability to communicate clearly with internal stakeholders and clients. Practise articulating your thoughts in both English and Mandarin to demonstrate your bilingual skills.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've identified root causes of issues and implemented solutions. Use data-driven examples to show how you’ve improved performance metrics like CSAT and SLA in previous roles.
✨Build Relationships and Collaborate
This role requires strong partnerships across teams. Think of examples where you've successfully collaborated with different departments to resolve customer issues or improve processes. Highlight your ability to adapt your communication style to suit various audiences.