- Co-work with all platform(like 400 hotline, WeChat, brand site, Tmall, Douyin, JD etc.) to deal with consumer experience, resolve cases related Q&A, order, store activation, etc.- Work with government related department to resolve complaints and be sensitive to potential risks,support PR and Legal to deal with issues- Provide supervision and quidance to vendor partners towalk through smoothly process and always focus onconsumer satisfaction, set the reasonable KPI and share… Show more - Co-work with all platform(like 400 hotline, WeChat, brand site, Tmall, Douyin, JD etc.) to deal with consumer experience, resolve cases related Q&A, order, store activation, etc.- Work with government related department to resolve complaints and be sensitive to potential risks,support PR and Legal to deal with issues- Provide supervision and quidance to vendor partners towalk through smoothly process and always focus onconsumer satisfaction, set the reasonable KPI and share the insights on KPl tracking- Generate reports and provide data & insights to the internal and X-function teams to improve and support the service continuously (brand site, Tmall, Douyin, JD etc.) to deal with consumer experience, resolve cases related Q&A, order, store activation, etc.- Provide supervision and quidance to vendor partners to walk through smoothly process and always focus on consumer satisfaction, set the reasonable KPI and share the insights on KPl tracking- Generate reports and provide data & insights to the internal and X-function teams to improve and support the service continuously Show less

- Responsible for improving the customer service management system, training system and incentive system, formulating the development strategy of the company's customer service system - Efficiently manage the customer service team and Tmall platform, improve the comprehensive ability of the team, and actively cooperate with business departments to achieve sales targets- Enhance customer satisfaction of all brands, enhance and promote brand reputation of service, work closely with… Show more - Responsible for improving the customer service management system, training system and incentive system, formulating the development strategy of the company's customer service system - Efficiently manage the customer service team and Tmall platform, improve the comprehensive ability of the team, and actively cooperate with business departments to achieve sales targets- Enhance customer satisfaction of all brands, enhance and promote brand reputation of service, work closely with customers' e-commerce teams, integrate work processes and cooperative relationships- Coordinate customer service daily work, optimize customer service work standards and procedures (SOP) Show less

- To deal with difficult and complicated cases that customer services cannot deal with, to provide effective solutions in time, and better improve my decision-making ability. - Handle large reservation issues of different hotels and act as a bridge between hotels and guests to find the better solutions for both parties. Project Sharing:- Through the difficult problems encountered in the process of answering the phone, the knowledge points are extended to sort out a concise… Show more - To deal with difficult and complicated cases that customer services cannot deal with, to provide effective solutions in time, and better improve my decision-making ability. - Handle large reservation issues of different hotels and act as a bridge between hotels and guests to find the better solutions for both parties. Project Sharing:- Through the difficult problems encountered in the process of answering the phone, the knowledge points are extended to sort out a concise knowledge document for everyone to learn and reference, so that they can deal with problems faster in work. - Made use of different knowledge topics at work to expand knowledge for everyone, held role play and case study group learning and sharing, and got ideal feedback from our colleagues. Show less

- Developing the communication skills, could control the emotion and control the pace of the conversation - Be able to make the decision as soon as possible. Catching the customer’s main request quickly and provide the effective solutions - Outstanding presentation skills, presenting different three projects in other teams and Shanghai site level, which are combined with the customer service work to let everyone know other areas of knowledgeJump out of your emotion, Think out of… Show more - Developing the communication skills, could control the emotion and control the pace of the conversation - Be able to make the decision as soon as possible. Catching the customer’s main request quickly and provide the effective solutions - Outstanding presentation skills, presenting different three projects in other teams and Shanghai site level, which are combined with the customer service work to let everyone know other areas of knowledgeJump out of your emotion, Think out of your boxUnderstand blockchain through our CS workHow to improve CSAT(客户满意度) from the customer thinking Show less