Company Description
Transsion Holdings is committed to being the preferred provider of smart terminal products and mobile internet services for consumers in emerging markets. With brands like Tecno, oraimo, itel, and Infinix, Transsion offers smartphones, digital accessories, home appliances, and aftersales services. The company has a global presence and is known for its innovative products and services tailored to local markets.
Role Description
We are looking for an E-commerce Customer Service Supervisor to join our oraimo team. This role requires both team leadership and hands-on e-commerce operation experience to support online sales growth.
Key Responsibilities:
- Lead, supervise, and motivate the customer service team by developing daily/weekly work plans, assigning tasks, and ensuring efficient execution in alignment with HQ requirements.
- Supervise the team's complaint-handling quality, response speed, and customer satisfaction, while providing feedback and improvement plans to the team and HQ regularly.
- Analyze customer complaints and recurring issues, optimize service processes, and promote cross-department collaboration to solve systemic pain points.
- Personally handle high-priority or escalated complaints, provide solutions, and ensure closed-loop follow-up.
- Develop standardized response plans (SOPs) for the team to improve efficiency and reduce recurrence of similar issues.
- Monitor team KPIs (average handling time, resolution rate, attendance rate, etc.), prepare regular reports, and propose improvement measures.
- Communicate with PM, IT, Sales, and other departments to resolve customer complaints and implement reasonable customer feedback.
- Handle e-commerce operations, including:
- Website operation and e-commerce platforms management (Amazon, Noon, Shopify, etc.).
- Product management, listing creation, publishing, and updates.
- SEO optimization and online sales growth strategies.
- Translation and creative marketing content preparation.
- Coordinating with agents regarding product prices and customer orders.
Qualifications:
- Excellent communication skills (written and verbal).
- Strong problem-solving and conflict-resolution skills.
- Proficiency in CRM tools, Microsoft Office Suite, and e-commerce platforms (Amazon, Noon, Shopify, etc.).
- Practical knowledge of SEO optimization and product listing management.
- Ability to multitask and handle high-pressure situations.
- Experience in translation and marketing creativity for e-commerce content.
- A friendly, patient, and empathetic attitude towards customers.
- Must be bilingual or multilingual (with fluent English speaking and writing).
If you are interested in joining our talented team:
Kindly send your updated C.V. to: [Confidential Information]
Please mention the job title in the email subject.
