Job Purpose:

The CE Specialist is responsible for resolving all customer issues that are escalated to the CE team. She/he acts as a liaison between the vendors, store and warranty teams and the customer for any issues (i.e.: warranty, experience etc.,) to ensure a timely, authentic resolution for the customer. Active listening skills combined with passion to resolve any difficult situations and turn customers into consumers will result into delivering a WOW experience on every single interaction.

Key Responsibilities:

• Responsive communications with all cross-functional partners (i.e.: eCommerce, store, vendors, legal, warranty etc.,)

• Through your active listening skills and with great empathy, you deliver best in class service and provide great resolution within agreed upon Service Level Agreements (SLAs)

• Ensures thorough & accurate tracking of all customer feedback & follow up conversations

• Ensures all issues escalated are responded to within agreed-upon SLAs

• Develops, edits, produces and analyzes Customer Experience Reporting for cross functional partners

• Develops reporting for Customer Experience Report (CER)

• Handles incident reports & potential issues (i.e.: fake websites, counterfeit etc. with the support of the legal teams)

Experience, Education and Designations:

• Bachelor degree required

• Top notch Excel skills

• At least 2 years in a similar role

• Ability to create reporting or do additional tasks as requested by Manager

• Fluent in English writing and speaking

• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, and ability to type quickly and accurately, and a strong experience on the Internet

• Great communication and writing skills
  

Knowledge, Skills and Attributes:

• Strong organizational and time management skills

• Ability to work independently with minimal supervision

• Consistently gives and receives feedback to peers, leadership and cross functional partners

• Pro-active and solution-oriented with out-of-this-world problem solving skills

• Excellent communication skills – ability to calmly & professionally communicate by email and phone with displeased customers. Listens with intent, asks strategic questions and always keeps conversation factual while hearing the customer out.

• Calm demeanor in face of crisis, dissatisfied customer and stress.

• Attention to details is a must, understands the importance of our customers & cross functional partners time

上班地址：淮海中路1010号嘉华中心27层