About The Team
You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
Lead and motivate a team of inbound customer service representatives to deliver exceptional service and achieve performance targets for JD.com, Inc.
Responsibilities:**
Oversee the daily operations of the inbound customer service team, ensuring adherence to quality standards and service level agreements.
Provide coaching, mentoring, and performance feedback to team members, identifying areas for development and implementing training initiatives.
Monitor call queues, agent availability, and service metrics to optimize resource allocation and maintain efficient workflow.
Handle escalated customer inquiries and complex issues, resolving them effectively and professionally.
Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
Develop and implement team schedules, ensuring adequate coverage and managing leave requests.
Collaborate with other departments to resolve customer issues and improve overall customer experience.
Ensure compliance with company policies, procedures, and regulatory requirements.
Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.
Qualifications:**
Bachelor's degree in Business Administration, Communications, or a related field.
Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead position.
Proven ability to motivate and lead a team to achieve performance goals.
Excellent communication, interpersonal, and problem-solving skills.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Proficiency in customer relationship management (CRM) software and other relevant tools.
Ability to work effectively in a fast-paced and dynamic environment.
Fluency in English and Mandarin (preferred for global operations).
At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.
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