工作年限:
二年以上

所属部门:
蚂蚁金服

学 历:
本科

招聘人数:
若干

岗位描述:
1.通过邮件、在线平台、电话的方式,负责蚂蚁金服支付宝国际商户的服务与管理工作, 包括常规国际商户咨询服务、商户服务升级解决处理;商户经营连续性管理,潜力商户服务运营等,确保支付宝商户的满意度;

2.定期收集和挖掘商户潜在需求,针对运营流程不断升级优化,不断推动产品、系统、服务流程,沟通机制等进行优化、改造和完善,提升内部的服务效能;

3. 独挡一面,能独立承担一定的服务体验运营相关项目的策略落地;深入分析,主动思考商户服务管理以及业务范畴,有Ownership能及时发现业务中的问题,推动建立更加高效便捷的服务管理机制,提升国际支付宝商户服务体验。

4. 服务运营支撑,内部服务流程SOP撰写维护,外部服务渠道漏出内容的运营维护。

5. 外包服务团队的服务综合管理。

1.Service and manage Ant Financial Global Alipay merchants via email, online chat, and hotline. This includes handling merchant inquiries, managing merchant accounts and merchant healthy management; resolving customer complaints; supporting merchant business operations by ensuring timely service and merchant satisfaction;

2.Collect and deep dive merchant needs on a regular basis, continously drive operational process improvement for better efficiency. Consistently drive for product optimization, service operation and communication mechanisms set up among cross functions for better merchant experience.

3.Work indepenently, lead the service related project deployment. Conduct in-depth analysis, proactively think about merchant management and the business, take ownership in promptly identifying areas for improvement in the business, promote the establishment of a more efficient and convenient service management mechanism, and improve the Alipay experience for global merchants.

4. Service operation support, including internal SOP draft and external service related content management.

5. Service Vendor team general management.

岗位要求:
1.有三年以上工作经验;大学本科及以上学历,英文TEM-8,熟练的英语听说写能力、西班牙语,日语,法语,意大利语任一种语言听说写熟练。

2.乐于从事服务管理岗位,有高度的责任心,有强烈的服务意识;从事过服务、外贸、互联网,销售,金融支付等相关行业者优先考虑;

3.有激情,有担当,执行力强,具备较强的承压能力和学习能力;

4.有良好的沟通能力和同理心,及时的发现,解决问题的能力;

5.项目管理能力,掌握一定的优化工具和方法论。

6.Base地:杭州

1. 3+ years of working experience; Bachelor’s degree or higher, English proficiency of TEM-8 or higher, fluent in spoken and written English, Prefer 2nd foreign language capability, Japanese, Spanish, French, Italian proficiency in reading and writing.

2. Interest in customer service, has high level of responsibility, strong sense of customer service; Candidates with experience in customer service, international trade, technology, sales, financial payments will be preferred;

3.Passionate, responsible, able to roll up sleeves and get the job done, able handle high-pressure and high learning ability;

4.Good communication skills and empathy, ability to quickly identify and solve problems;

5. Project management experience, have fundamental skills for root cause analysis and problem solving.

6.Location: Hangzhou