Resolution Center manger纠纷经理-国内知名B2B电商
北京乐业信息咨询有限公司
- 公司规模：50-150人
- 公司性质：合资(非欧美)
- 公司行业：专业服务(咨询、人力资源、财会) 制药/生物工程
职位信息
- 发布日期：2013-08-23
- 工作地点：北京
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客服经理(非技术)
职位描述
公司介绍：
国内首个聚集中国众多中小供应商的产品，为国外众多的中小采购商有效提供采购服务的全天候国际网上批发交易平台。作为国际贸易领域B2B电子商务的创新者，充分考虑了国际贸易的特殊性，全新融合了新兴的电子商务和传统的国际贸易，为国际贸易的操作提供专业有效的信息流、安全可靠的资金流、快捷简便的物流等服务，是国际贸易领域一个重大的革新，掀开了中国国际贸易领域新的篇章。
目前已成为中国最领先的在线外贸交易品牌， 是中华人民共和国商务部重点推荐的四家中国对外贸易第三方电子商务平台之一。
Resolution Center manger-纠纷经理
Position Purpose:
The Resolution Center Manager is responsible for assisting international customers resolve disputes with China based merchant’s products and services. This person accomplishes this by (i) identifying and implementing policies and procedures to reduce dispute and order return rates, (ii) ensuring team members efficiently process dispute cases according to standardized policies and guidelines, and (iii) being a customer experience expert.
Position Responsibilities:
? Lead and manage supervisors and front-line team members that investigate and process dispute cases; coach and mentor less experience employees.
? Identify and implement process and policy improvements while efficiently processing dispute cases; enhance overall merchant and customer experience on the DHgate platform.
? Partner with departments and leaders responsible for product management, risk, finance, legal, marketing, and technology to reduce dispute rates, order return rates, and company risk.
? Coordinate with the customer service department to improve customer experience, and identify ways to improve communication with customers and merchants.
? Lead and participate in cross-functional projects to decrease orders where items are not received or orders where items do not match the product description.
? Develop policies and guidelines for opening and closing dispute cases, reducing credit card charge backs, and streamline Resolution Center operations.
? Provide analysis on dispute rates by product category, refund rates, merchant type, bad debt, dispute cases, dispute rate to GMV, etc.
? Provide training and policy updates to merchants to reduce customer disputes towards products and services.
Position Qualifications:
? Familiarity with e-commerce business model and platforms; familiarity with “Made In China” consumer products for sale internationally.
? Strong customer advocate; ability to understand international customer and domestic merchant wants and needs, and understand international markets including North America, South America, Europe, Australia, and Africa.
? Minimum of 5 years working experience in customer service or similar field.
? Minimum 3 years leading and managing teams; successful experience with team building.
? Bachelor’s degree or graduate degree with preference towards business or international trade majors.
? Proficient with Microsoft Word, Excel, PowerPoint, and Access. Preference for experience with Business Objects.
? Possess solid Chinese and English communication skills.
年薪范围：20万左右
五险一金+年终奖
请直接发简历至：vivian.wang@leye.cn；
国内首个聚集中国众多中小供应商的产品，为国外众多的中小采购商有效提供采购服务的全天候国际网上批发交易平台。作为国际贸易领域B2B电子商务的创新者，充分考虑了国际贸易的特殊性，全新融合了新兴的电子商务和传统的国际贸易，为国际贸易的操作提供专业有效的信息流、安全可靠的资金流、快捷简便的物流等服务，是国际贸易领域一个重大的革新，掀开了中国国际贸易领域新的篇章。
目前已成为中国最领先的在线外贸交易品牌， 是中华人民共和国商务部重点推荐的四家中国对外贸易第三方电子商务平台之一。
Resolution Center manger-纠纷经理
Position Purpose:
The Resolution Center Manager is responsible for assisting international customers resolve disputes with China based merchant’s products and services. This person accomplishes this by (i) identifying and implementing policies and procedures to reduce dispute and order return rates, (ii) ensuring team members efficiently process dispute cases according to standardized policies and guidelines, and (iii) being a customer experience expert.
Position Responsibilities:
? Lead and manage supervisors and front-line team members that investigate and process dispute cases; coach and mentor less experience employees.
? Identify and implement process and policy improvements while efficiently processing dispute cases; enhance overall merchant and customer experience on the DHgate platform.
? Partner with departments and leaders responsible for product management, risk, finance, legal, marketing, and technology to reduce dispute rates, order return rates, and company risk.
? Coordinate with the customer service department to improve customer experience, and identify ways to improve communication with customers and merchants.
? Lead and participate in cross-functional projects to decrease orders where items are not received or orders where items do not match the product description.
? Develop policies and guidelines for opening and closing dispute cases, reducing credit card charge backs, and streamline Resolution Center operations.
? Provide analysis on dispute rates by product category, refund rates, merchant type, bad debt, dispute cases, dispute rate to GMV, etc.
? Provide training and policy updates to merchants to reduce customer disputes towards products and services.
Position Qualifications:
? Familiarity with e-commerce business model and platforms; familiarity with “Made In China” consumer products for sale internationally.
? Strong customer advocate; ability to understand international customer and domestic merchant wants and needs, and understand international markets including North America, South America, Europe, Australia, and Africa.
? Minimum of 5 years working experience in customer service or similar field.
? Minimum 3 years leading and managing teams; successful experience with team building.
? Bachelor’s degree or graduate degree with preference towards business or international trade majors.
? Proficient with Microsoft Word, Excel, PowerPoint, and Access. Preference for experience with Business Objects.
? Possess solid Chinese and English communication skills.
年薪范围：20万左右
五险一金+年终奖
请直接发简历至：vivian.wang@leye.cn；
公司介绍
乐业猎头（LEYE）是一家专注于为生物制药、快消保健、IT通讯、建筑地产、工业制造、金融、HR/Finance/Legal七大行业优秀企业提供最急需及批量人才岗位整体招聘解决方案的提供商，背靠韩美集团，集团下属分别有润美生国际贸易公司、韩美药品、润美康药品商务、IT智恒及乐业人力资源专业服务公司；公司位于北京王府井中心地带，我们的团队成员全部来自于业内从事多年工作的高级人才，我们拥有非常成熟、完备的人才整体招聘服务体系及标准化操作流程，并拥有强大的行业人才储备数据库系统。同时，我们为客户提供专业、实效的招聘咨询服务和候选人入职前背景调查服务体系。