E-Commerce Specialist – After Sales Group

Job Description:

1.Responsible for store after-sales service orders, work orders, dispute orders and other punctual processing, follow up orders until the end, involving the difficulties of timely communication and reporting, to ensure that the store after-sales score up to standard.
2. Responsible for return processing, for the return of customers should fully understand the reasons, analyze the retainability, develop retention programs; incoming goods inspection, no abnormal loss.
3.Docking customer maintenance, accurate handover, proper storage, timely delivery to the customer, no tug-of-war, and customer recognition.
4.Handle customer complaints and disputes, provide reasonable solutions, maintain customer satisfaction, follow up the return and exchange process, ensure that refunds, reissues and other operations are completed in a timely manner.
5.Customer relationship maintenance, help customers to use the machine correctly, collect customer needs and suggestions, feedback to the relevant departments to optimize products and services.
6. Statistics of common problems, types of complaints, regularly submit customer service work report, to help optimize the service process.

Qualifications for the post:

1. Strong learning ability, to be proficient in product knowledge, which is the basis for customers to answer questions.
2. Have goals and be able to work on self-demand to improve sales skills.
3. Skilled in the use of office software (Excel, Word) and e-commerce back-office systems (such as Taobao Qianniu, Jingdong customer service housekeeper, etc.).
4. Fast typing speed (≥50 words/minute) with excellent language and communication skills.
5. Strong sense of service, patient and meticulous, able to properly deal with customer emotions and remain positive.
6. plus points, have Tmall, Jingdong, Jinduo and other related work experience, familiar with the rules of e-commerce platform.
7. Full-time college degree or above 8. Full-time required, no part-time accepted

Salary and benefits:

Internship time: Monday to Friday + weekend 1 day (26 days a month), 8:30~18:30 (including lunch Tea break for a total of 2 hours)
Internship Salary: 150 yuan / day (if the internship period of less than seven days, then 100 yuan / day) + meal allowance of 15 yuan / day
Consolidated: 4,000-4,500 yuan / month + performance
after the transfer of the comprehensive salary of 7 ~ 8K or more, the outstanding employees have year-end bonuses (at present, the year-end of each year) There are year-end evaluation