Senior Merchant Support Escalations Lead (Mandarin)

JD.COM; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading e-commerce platform based in the UK is seeking a Customer Service Associate to manage escalations and improve customer support processes. Responsibilities include establishing escalation procedures, monitoring service offerings, and liaising between departments. The ideal candidate possesses strong communication skills in both English and Mandarin, ideally has a background in eCommerce, and is driven to enhance seller and creator experience. This full-time position emphasizes collaboration and analytical capabilities.

Qualifications

• Experience in creating escalation processes or handling escalation cases.
• Ability to communicate effectively in Mandarin with internal teams.
• Experience in the eCommerce industry is a plus.

Responsibilities

• Establish effective escalation SOP and process.
• Manage seller and creator enquiries for escalated issues.
• Monitor performance-related metrics such as CSAT and SLA.

Skills

Effective communication

Problem-solving

Relationship management

Analytical skills

Education

BA/BS degree or equivalent practical experience

Tools

Excel

Job description

A leading e-commerce platform based in the UK is seeking a Customer Service Associate to manage escalations and improve customer support processes. Responsibilities include establishing escalation procedures, monitoring service offerings, and liaising between departments. The ideal candidate possesses strong communication skills in both English and Mandarin, ideally has a background in eCommerce, and is driven to enhance seller and creator experience. This full-time position emphasizes collaboration and analytical capabilities.