上海招聘

职位描述：
Responsibilities include but are not limited to:
 工作职责：
- Leads the Customer Care service team to deliver the MEI.COM customer experience and convey the voice of customer to management team.
- 领导客户服务团队提供mei.com客户体验和有效传达给管理层客户的声音。
- Manages the day to day communication with relevant department, looks for proactive ideas or innovation to drive continuous improvement in terms of system operation and of customer experience.
- 处理与相关部门的日常沟通，通过积极的想法或创新来推动系统运作和客户体验的持续改进。
- Produces regular forecasts, which maximize the customer experience, optimizes the operational efficiency and meets the requirements of all contractual obligations.
- 定期预测，最大限度地提高客户体验，优化运营效率，满足所有合同义务的要求。
- Manages the quality assurance process to ensure continuing suitability, adequacy and effectiveness of the customer care experience and opportunities for continuous improvement.
- 通过管理质量确保流程，确保持续充分以及有效的客户服务体验和持续服务改进的机会。
- Manages profitable protection and complaints processes, which minimize order cancellations, over-sell, wrong delivery, delay of delivery, delay of return QC, lost in transit claims and refunds.
- 通过盈利保护和投诉流程管理，减少订单取消，超卖，错误交货，延迟交货，延迟返回QC，运输途中丢失索赔和退货。
- Delivers effective business assistance and exception processes, which ensure best practice is delivered and compliance with all relevant legislation.
- 提供有效的业务援助和异常状况协助处理，确保***方案实施并符合所有相关法律法规。
- Creates internal effective communications and engages across the Customer Care Team and the Vendors.
- 创建内部有效的沟通机制，结合客户服务团队与供应商之间的有效沟通。
 
Skills and experience you will need:
 
经验要求
- Luxury industry background is preferred.
有奢侈品行业经验优先。

- Extensive knowledge and experience of managing Customer Care Operations at senior level.
资深客户管理业务的知识和经验。
- Highly developed leadership skills attained within a dynamic and empowered culture.
优秀的管理能力，适应有活力及灵活授权的企业文化
- Previous experience of using outsourced providers.
有使用外包供应商的经验。
- Experience of delivering customer care projects and performance improvements.
提供客户服务项目和绩效改进的经验。
- Able to create a compelling and defining vision and goals that inspire the team.
 能够创造一个令人信服的和明确的愿景和目标以激发团队
- Flexible approach to cope with a fast changing environment.
灵活的方法来应对快速变化的环境 举报 分享

Glamour Sales China (www.mei.com), founded in 2010, is one of the first and most successful authorized flash sales fashion and luxury e-commerce website to work exclusively and directly with brands. The company is growing rapidly, with a membership base of over 7 million members, growing at 2,500 new members per day. The company has partnered with over 3000 international brands to date.
 Alibaba Group Holding Limited (NYSE:BABA) invested in Mei.com at year 2015. This cooperation enhances Mei.com’s supply chain services of the sales of limited time discounted quality products from well-known international luxury and fashion brands to consumers in China.