E-Commerce Specialist – After Sales Group

Job Responsibilities:
1. Responsible for the timely processing of the store’s after-sales service tickets, work orders, dispute tickets, and other related tasks; follow up on these until completion; promptly communicate and report any difficulties to ensure the store meets its after-sales performance targets.
2. Handle returns by thoroughly understanding the reasons behind them, analyzing the likelihood of retaining the customer, and developing retention strategies; inspect incoming goods to prevent any abnormal losses.
3. Coordinate customer repairs and maintenance, ensuring accurate handoffs, proper storage, and timely delivery to customers to avoid disputes and earn customer approval.
4. Handle customer complaints and disputes, provide reasonable solutions, maintain customer satisfaction, follow up on return and exchange processes, and ensure that refunds, replacement shipments, and other related actions are completed in a timely manner.
5. Maintain customer relationships; assist customers in using equipment correctly; collect customer needs and suggestions; and provide feedback to relevant departments to optimize products and services.
6. Compile statistics on frequently asked questions and complaint types; submit regular customer service reports; and assist in optimizing service processes.

Qualifications:
1. Strong learning ability; must be proficient in product knowledge, which is essential for answering customer inquiries.
2. Goal-oriented; able to set high standards for oneself at work and improve sales skills.
3. Proficient in office software (Excel, Word) and e-commerce backend systems (such as Taobao Qianniu, JD Customer Service Manager, etc.).
4. Fast typing speed (≥50 characters per minute) and excellent verbal expression and communication skills.
5. Strong service orientation, patience, and attention to detail; able to handle customer emotions appropriately and maintain a positive and optimistic attitude.
6. Bonus points for relevant work experience on platforms such as Tmall, JD.com, or Pinduoduo, and familiarity with e-commerce platform rules.
7. Full-time associate’s degree or higher.
8. Full-time position only; part-time applicants will not be considered.

Compensation and Benefits:
Work Hours: Monday through Friday plus one weekend day (26 days per month), 8:30 a.m. to 6:30 p.m. (including a total of 2 hours for lunch and tea breaks)
Intern Salary: Monthly salary during the internship period = Monthly base attendance pay (90 yuan/day + 10 yuan/day for perfect attendance) + Performance (Contribution) Bonus (0–50 yuan/day) + Allowances (0–1,000 yuan) + Meal allowance of 15 yuan/day,Total: 4,000–4,500 yuan/month + performance bonus; after becoming a permanent employee, total salary is 6,000–7,000 yuan or more; outstanding employees receive a year-end bonus (currently, there is an annual year-end evaluation).