Customer Care Manager(职位编号：0035)
ASOS
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：互联网/电子商务 服装/纺织/皮革
职位信息
- 发布日期：2014-08-17
- 工作地点：上海-普陀区
- 招聘人数：1
- 工作经验：8-9年
- 学历要求：本科
- 语言要求：英语精通
普通话精通 - 职位月薪：面议
- 职位类别：电子商务经理/主管 网站营运经理/主管
职位描述
The role: Customer Care Manager - China
Who does it report to: General Manager – ASOS China
(Direct Reports:)
Where is it based: Shanghai, China
(With occasional / frequent travel to other cities & provinces within PRC)
Fixed term duration: 1 Year
The hours: 9.00am – 6.00pm Monday to Friday
The Story so far…
ASOS burst on to the scene in 2000 and hasn’t looked back. We are the UK’s number one fashion and beauty destination, and as a recent survey showed, we are the second most visited fashion website on the planet. We ship to over 200countries and have local language and specific country site sina number of our key markets. In January 2012 we opened our first international office in Sydney; New York followed in September 2012, with France and Germany in early 2013. As 2013 progresses we will have a Russian language site and our much anticipated Shanghai based China business launches later in the year.
Our ambition is to be The no.1 online fashion destination for 20-somethings,globally, and we have set ourselves a target to reach £1bn annual sales by 2015. It is really important for us to attract the best talent across the globe to help us acheive our goals.
The ASOS Way
We do things a certain way - The ASOS Way. It’s our DNA and runs through all we do- it defines who we are, what we do and how we do it. Some things may change, but these don’t.
We are Passionate; we are proud to be a part of ASOS, we always give our best and we celebrate our successes.
We are Customer Obsessed; we know our customers love fashion and we understand what they want, we know our stuff inside and out, we put our customers at the heart of everything we do.
We Restlessly Innovate; we don’t stand still, we give it a go and we’re brave.
We are Collaborative and Respectful; We work together to get the job done, we grow ideas from within, we make things happen and we do the right thing.
People are the key to the future of our business and we have really big ideas. We need people who can turn these ambitions into reality and it’s our ASOS employees who make the difference.
A bit about the Team:
Join ASOS and you're joining a team of likeminded, spirited people who care passionately about what they do, whatever their role. We expect a lot from our people and in return we do our very best to give employees rewarding careers, fantastic opportunities and a great place to spend your working day.
Working for ASOS (Shanghai) Commerce., Ltd you’ll be part of the Customer Care team reporting to the General Manager-ASOS China.
The Role:
The Customer Care Manager is accountable for providing a high level of customer service for all ASOS customers and internal departments. The position provides advisory that collaborates with the third-party customer facing teams and helps to resolve difficult issues for our customers and the company where our normal processes have not worked. Pulling together cross functional resources to contain and resolve issues quickly and efficiently. The manager drives a balance between customer satisfaction and solid business performance.
? Leading and managing the customer care team in alignment with strategy and ASOS objectives.
? Participate in the development and execution of strategies that will accurately measure customer service, accurately reflect customer perceptions of service and improve customer relations.
? Ensures prompt, thorough handling of all customer feedback, inquiries, claims and complaints. Thorough analysis of customer issues including root cause analysis and preventive action.
? Develops and executes systems or procedures to accurately and expeditiously handle customer complaints, customer inquiries, discount vouchers, and returned products.
? Plans, develops or deploys new methodologies to streamline or automate the business process such as order entry, expediting, ordering processing, editing, follow-up, and/or shipping processes.
? Explores or deploys new technologies and develops new systems that will provide the best possible communication resources to external customers and internal departments.
? Leads annual Key Internal Control assessments and drives third party to complete action plans in accordance with set objectives.
? Updating and communicating the status, action items, and closure to stakeholders.
? Acting as a facilitator, translator, and mediator across functions and departments to ensure communications are clear, disputes are settled, and action items are completed.
? Review Service Provider’s invoices to ensure that the price and service given, matches the purchase order (PO) and also that the standard services has been received and met by service Quality Control.
? Ensures that all purchase orders are raised correctly base on business needs and must insist that the Service Provider provides exact availability of resources.
What Success Looks Like:
? Proven leadership qualities and communication skills.
? Ability to lead, solve problems and resolve conflicts.
? Proven people skills in challenging environments, a cross functional team builder.
? Project management experience and proven change management skills.
? Must be highly organized, have an ability to juggle multiple demands and work in a business environment.
? Knowledge, aptitude and desire for analytical problem solving.
? Strong computer skills, knowledge of MS Access and Excel is a must.
? Innovative thinker who can develop new and simple ways to solve process problems.
? Resourceful, self-starter who does not require hand holding.
Skills and experience you will need:
? Proven customer services management experience with Six Sigma or other continuous improvement experience.
All candidates must have the right to live and work in PRC
Experience
? University Degree or 3 Year Community College Diploma in Business Administration.
? At least 5 years of solid experience professional experience in customer service and in continuous improvements.
? Familiar with Customer Care management system, KPI and reports.
? Good to have fast fashion experiences.
? Be able to work independently and self-motivated
? Detail oriented and hands-on.
Skills
? English and Mandarin Proficiency is required.
? Cantonese Proficiency is an asset.
Who does it report to: General Manager – ASOS China
(Direct Reports:)
Where is it based: Shanghai, China
(With occasional / frequent travel to other cities & provinces within PRC)
Fixed term duration: 1 Year
The hours: 9.00am – 6.00pm Monday to Friday
The Story so far…
ASOS burst on to the scene in 2000 and hasn’t looked back. We are the UK’s number one fashion and beauty destination, and as a recent survey showed, we are the second most visited fashion website on the planet. We ship to over 200countries and have local language and specific country site sina number of our key markets. In January 2012 we opened our first international office in Sydney; New York followed in September 2012, with France and Germany in early 2013. As 2013 progresses we will have a Russian language site and our much anticipated Shanghai based China business launches later in the year.
Our ambition is to be The no.1 online fashion destination for 20-somethings,globally, and we have set ourselves a target to reach £1bn annual sales by 2015. It is really important for us to attract the best talent across the globe to help us acheive our goals.
The ASOS Way
We do things a certain way - The ASOS Way. It’s our DNA and runs through all we do- it defines who we are, what we do and how we do it. Some things may change, but these don’t.
We are Passionate; we are proud to be a part of ASOS, we always give our best and we celebrate our successes.
We are Customer Obsessed; we know our customers love fashion and we understand what they want, we know our stuff inside and out, we put our customers at the heart of everything we do.
We Restlessly Innovate; we don’t stand still, we give it a go and we’re brave.
We are Collaborative and Respectful; We work together to get the job done, we grow ideas from within, we make things happen and we do the right thing.
People are the key to the future of our business and we have really big ideas. We need people who can turn these ambitions into reality and it’s our ASOS employees who make the difference.
A bit about the Team:
Join ASOS and you're joining a team of likeminded, spirited people who care passionately about what they do, whatever their role. We expect a lot from our people and in return we do our very best to give employees rewarding careers, fantastic opportunities and a great place to spend your working day.
Working for ASOS (Shanghai) Commerce., Ltd you’ll be part of the Customer Care team reporting to the General Manager-ASOS China.
The Role:
The Customer Care Manager is accountable for providing a high level of customer service for all ASOS customers and internal departments. The position provides advisory that collaborates with the third-party customer facing teams and helps to resolve difficult issues for our customers and the company where our normal processes have not worked. Pulling together cross functional resources to contain and resolve issues quickly and efficiently. The manager drives a balance between customer satisfaction and solid business performance.
? Leading and managing the customer care team in alignment with strategy and ASOS objectives.
? Participate in the development and execution of strategies that will accurately measure customer service, accurately reflect customer perceptions of service and improve customer relations.
? Ensures prompt, thorough handling of all customer feedback, inquiries, claims and complaints. Thorough analysis of customer issues including root cause analysis and preventive action.
? Develops and executes systems or procedures to accurately and expeditiously handle customer complaints, customer inquiries, discount vouchers, and returned products.
? Plans, develops or deploys new methodologies to streamline or automate the business process such as order entry, expediting, ordering processing, editing, follow-up, and/or shipping processes.
? Explores or deploys new technologies and develops new systems that will provide the best possible communication resources to external customers and internal departments.
? Leads annual Key Internal Control assessments and drives third party to complete action plans in accordance with set objectives.
? Updating and communicating the status, action items, and closure to stakeholders.
? Acting as a facilitator, translator, and mediator across functions and departments to ensure communications are clear, disputes are settled, and action items are completed.
? Review Service Provider’s invoices to ensure that the price and service given, matches the purchase order (PO) and also that the standard services has been received and met by service Quality Control.
? Ensures that all purchase orders are raised correctly base on business needs and must insist that the Service Provider provides exact availability of resources.
What Success Looks Like:
? Proven leadership qualities and communication skills.
? Ability to lead, solve problems and resolve conflicts.
? Proven people skills in challenging environments, a cross functional team builder.
? Project management experience and proven change management skills.
? Must be highly organized, have an ability to juggle multiple demands and work in a business environment.
? Knowledge, aptitude and desire for analytical problem solving.
? Strong computer skills, knowledge of MS Access and Excel is a must.
? Innovative thinker who can develop new and simple ways to solve process problems.
? Resourceful, self-starter who does not require hand holding.
Skills and experience you will need:
? Proven customer services management experience with Six Sigma or other continuous improvement experience.
All candidates must have the right to live and work in PRC
Experience
? University Degree or 3 Year Community College Diploma in Business Administration.
? At least 5 years of solid experience professional experience in customer service and in continuous improvements.
? Familiar with Customer Care management system, KPI and reports.
? Good to have fast fashion experiences.
? Be able to work independently and self-motivated
? Detail oriented and hands-on.
Skills
? English and Mandarin Proficiency is required.
? Cantonese Proficiency is an asset.
公司介绍
ASOS is a global online fashion and beauty retailer and offers over 60,000 branded and own label product lines across womenswear, menswear, footwear, accessories, jewellery and beauty with approximately 1,500 new product lines being introduced each week.
欧摩时(上海)商业有限公司"ASOS" 是一个全球性的在线时尚和美容产品零售商，提供超过6万个品牌和自己的品牌包含了女装，男装，鞋类，配饰，珠宝和美容每周推出约1500个新的产品线新品。
ASOS's websites attract 23.2 million unique visitors a month (31 May 2012: 17.4 million) and as at 31 May 2013 had 12.1 million registered users (31 May 2012: 8.5 million) and 6.5 million active customers* (31 May 2012: 4.7 million) from 241 countries and territories.
ASOS的网站吸引了2320万独特访问者一个个月（2012年5月三十一日：1740万）和12013年5月31日有1210万注册用户（2012年5月31日：850万）和650万活跃客户*（2012年5月31日：470万）分别来自241个国家和地区。
For more information please see www.asosplc.com and www.asos.com
What the fashion press are saying about us:
“The online wonder store is ablaze with hot designers.” Marie Claire
“In just nine years ASOS.com has gone from niche get the look website to massive internet phenomenon.”Grazia
“Asos.com is the credit crunch defying brand. ” Esquire
“The undisputed champion of online fashion.” The Times Magazine
“The word on the street is ASOS.”Evening Standard
“ASOS.com’s trend led mix of clothes, accessories and beauty products is perfect for lunchtime browsing.”The Guardian
“With its boundless enthusiasm for trends, ASOS.com is contagious.” The Times
“ASOS.com is changing the way the nation shops. ” The Telegraph Magazine
Fashion moves fast, so do we
我们和时尚一样需要快速变化.
As the fastest growing online retailer, we’re constantly striving to push boundaries and drive our business even further forward.
作为发展最快的在线零售商，我们正在不断努力挑战级限和推动我们的业务进一步向前。
We thrive in a culture of restlessness and innovation, which is why we are always on the lookout for passionate and talented people to join the team – people who share our vision, who can make a difference and who want to be part of something big (and fancy picking up a few cheeky samples on the way too).
我们茁壮成长的文化的躁动和创新，这就是为什么我们总是在寻找激情和才华的人加入我们的团队 -那些分享我们的愿景的，能有所作为，愿意创造奇迹的一部分人才。
Our approach is simple: we work hard, and we do it because we love it. We are very proud of how far inspiration and hard work has taken us since we started in 2000, but we’re constantly looking for new ways to go faster, bigger, better.
我们的方法很简单：我们努力工作，我们这样做是因为我们喜爱我们的工作。我们为我们的远著的灵感和从我们在2000年建立开始辛勤工作感到非常自豪，但我们正在不断寻找新的方法来走得更快，更大，更好。
So if you have the imagination and dedication to help take us to the next level, click below to view our current job opportunities. We look forward to hearing from you.
所以如果你有想象力和奉献帮助带我们到一个新的水平，按下面查看我们当前的就业机会。我们期待着您的回音。
Our head office is located in London (Camden), UK. Therefore, three other locations in UK, Customer Care is based in Hemel Hempstead. Our Warehouse is based in Barnsley. And, we have a Technology hub based in Birmingham's revolutionary arts and media quarter.
我们的总部设在英国伦敦的（卡姆登)。此外我们还有在英国的其他3处地点，客户服务中心设在赫默尔亨普斯特德。我们的仓库是基于在巴恩斯利。而且，我们有一个负责艺术设计和社交媒体的技术中心，总部设在伯明翰的。
We also have fabulous offices in Sydney, New York, Lille and Munich which are homes to our in country teams. Now you are looking at new office in Shanghai.
我们也有非常棒的办事处在世界各地-悉尼，纽约，里尔和慕尼黑的办事处。现在你看到的广告是我们新的上海办事处。
ASOS (Shanghai) Commerce Co.,Ltd.
欧摩时(上海)商业有限公司
欧摩时(上海)商业有限公司"ASOS" 是一个全球性的在线时尚和美容产品零售商，提供超过6万个品牌和自己的品牌包含了女装，男装，鞋类，配饰，珠宝和美容每周推出约1500个新的产品线新品。
ASOS's websites attract 23.2 million unique visitors a month (31 May 2012: 17.4 million) and as at 31 May 2013 had 12.1 million registered users (31 May 2012: 8.5 million) and 6.5 million active customers* (31 May 2012: 4.7 million) from 241 countries and territories.
ASOS的网站吸引了2320万独特访问者一个个月（2012年5月三十一日：1740万）和12013年5月31日有1210万注册用户（2012年5月31日：850万）和650万活跃客户*（2012年5月31日：470万）分别来自241个国家和地区。
For more information please see www.asosplc.com and www.asos.com
What the fashion press are saying about us:
“The online wonder store is ablaze with hot designers.” Marie Claire
“In just nine years ASOS.com has gone from niche get the look website to massive internet phenomenon.”Grazia
“Asos.com is the credit crunch defying brand. ” Esquire
“The undisputed champion of online fashion.” The Times Magazine
“The word on the street is ASOS.”Evening Standard
“ASOS.com’s trend led mix of clothes, accessories and beauty products is perfect for lunchtime browsing.”The Guardian
“With its boundless enthusiasm for trends, ASOS.com is contagious.” The Times
“ASOS.com is changing the way the nation shops. ” The Telegraph Magazine
Fashion moves fast, so do we
我们和时尚一样需要快速变化.
As the fastest growing online retailer, we’re constantly striving to push boundaries and drive our business even further forward.
作为发展最快的在线零售商，我们正在不断努力挑战级限和推动我们的业务进一步向前。
We thrive in a culture of restlessness and innovation, which is why we are always on the lookout for passionate and talented people to join the team – people who share our vision, who can make a difference and who want to be part of something big (and fancy picking up a few cheeky samples on the way too).
我们茁壮成长的文化的躁动和创新，这就是为什么我们总是在寻找激情和才华的人加入我们的团队 -那些分享我们的愿景的，能有所作为，愿意创造奇迹的一部分人才。
Our approach is simple: we work hard, and we do it because we love it. We are very proud of how far inspiration and hard work has taken us since we started in 2000, but we’re constantly looking for new ways to go faster, bigger, better.
我们的方法很简单：我们努力工作，我们这样做是因为我们喜爱我们的工作。我们为我们的远著的灵感和从我们在2000年建立开始辛勤工作感到非常自豪，但我们正在不断寻找新的方法来走得更快，更大，更好。
So if you have the imagination and dedication to help take us to the next level, click below to view our current job opportunities. We look forward to hearing from you.
所以如果你有想象力和奉献帮助带我们到一个新的水平，按下面查看我们当前的就业机会。我们期待着您的回音。
Our head office is located in London (Camden), UK. Therefore, three other locations in UK, Customer Care is based in Hemel Hempstead. Our Warehouse is based in Barnsley. And, we have a Technology hub based in Birmingham's revolutionary arts and media quarter.
我们的总部设在英国伦敦的（卡姆登)。此外我们还有在英国的其他3处地点，客户服务中心设在赫默尔亨普斯特德。我们的仓库是基于在巴恩斯利。而且，我们有一个负责艺术设计和社交媒体的技术中心，总部设在伯明翰的。
We also have fabulous offices in Sydney, New York, Lille and Munich which are homes to our in country teams. Now you are looking at new office in Shanghai.
我们也有非常棒的办事处在世界各地-悉尼，纽约，里尔和慕尼黑的办事处。现在你看到的广告是我们新的上海办事处。
ASOS (Shanghai) Commerce Co.,Ltd.
欧摩时(上海)商业有限公司
联系方式
- 公司网站：http://www.asos.com/
- 公司地址：上海市普陀区岚皋路597号品尊国际808座
- 邮政编码：200333