Job Description Summary

The Third Level Complaint Resolution Specialist is a cross-functional position trained in multiple areas of the e-commerce operation, including inbound processing, order fulfillment and customer returns processing. This role’s primary responsibility will be the safe, secure, and accurate fulfillment of online customer orders.

Job Description

• Act as a final point of escalation and offer vetted resolutions for a wide range of e-commerce related complaints

• Responsible for the entire ordering process and manage the exceptions in the eCommerce order flow

• Responsible for VOC management, data analysis and general reports

• Coordinate and implement online promotions and campaigns

• Product evaluation management

• Monitor and optimize the abnormal problems of e-commerce customer complaints

• Handle daily order monitoring, VOC, service KPI, optimization actions according to the daily and weekly needs, ad-hoc tasks

Requirements

• E-commerce work experience: 1-2 years

• Bachelor diploma

• Excellent English level

• Customer centric mindset

• Proficient in Microsoft Office Suite

• Facilitate problem solving and implement a standard process

• Create and update processes

• Project management and analytical skills

• Proactive attitude, facilitator of BU/Function initiatives

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