Senior Merchant Support Manager

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

Overview

Responsibilities

• Establish effective escalation SOP & process and guidelines.
• Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system. Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Monitor the execution of improvement plans to ensure the oncall team is meeting all performance-related metrics (e.g. CSAT, SLA).
• Coordinate with other teams/departments to resolve customer issues, follow-up and ensure close-loop to all escalations.
• Partner with QA & Training Program Manager to coach the oncall service team agents on escalation case studies.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in Joybuy e-commerce.
• Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
• Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.
• Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
• Lead and facilitate effective communication between orgs, functions and teams by building strong partnerships, moving between communication styles, and developing clear and transparent communication related to programs and processes.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Experience creating escalation process or handling escalation cases.
• Experience building, managing and influencing relationships with internal stakeholders.
• The candidate must be able to communicate effectively in Mandarin with internal teams, partners, and clients to ensure alignment, facilitate smooth project execution, and support business growth in Chinese-speaking markets.
• Excellent communication and documentation skills in both English and Mandarin (preferred).

Preferred Qualifications

• Experience in the eCommerce industry is a plus.
• Experience in Quality Assurance under customer service environment is a plus.
• Detail oriented, experience with KPIs and quality.
• QA in a customer service environment - Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure/analyze dashboards).

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Retail and Internet Marketplace Platforms