Lisa Wang Email & Phone Number

中国 上海市 徐汇区

• Develop customer service KPI assessment standards
• Optimize customer service workflow and set SOP
• Trained the daily operation knowledge of customer service team
• Guide customer service to deal with difficult customer complaints
• Assist in dealing with industrial and commercial complaints
• Analysis of weekly and monthly reports

上海

• Manage Tmall store presale & post-sale CS Standard Operation Process and improve operational performance.
• Focus on store experience rating improvement and store service level
• Partner with internal teams and TP to enhance CS efficiency.
• Co-work with alikey team on dispute case.
• Deep dive and identify emergent issues and hard problem in CS operation and resolve in a timely manner.
• Manage work assignment and schedule follow-up during the big promotion period

上海 徐汇区

Responsible for dealing with inquiries and request from customers（presales and after sales）through online chat platform.Guide the customer through a complete process of order transaction.Responsible for order return/refund and after-sales request in line with company policy.Communicate with logistics and finance team to ensure smooth shipping and.