MGR, GC - ESCALATION SUPPORT

Nike, Inc.

Shanghai, Shanghai, China Mainland

0 year(s)
Full-Time
N/A
Job Description
WHO WE ARE LOOKING FOR

We are looking for a talent who has strong sense of consumer service and expertise with advanced case handling skills, deep dive on satisfying consumer’s needs to optimize the process for our premium service, lead and coach team supporting the business in Mainland, China. The main responsibilities cover below key points.

Responsibilities

- Lead team to cope with escalations

- Lead, manage, motivate and coach the team to ensure continuous ability development

- Have a strong sense of risk managing consciousness, identify issue and alert related stakeholders in advance

- Share inputs from CS wise and collaborate with x-functional teams to resolve the special callouts

- Deep dive on case type / escalation volume to find out opportunity to optimize the processes (including internal escalation journey, solution, etc)

- Familiar with the process, pipeline and keep revamping SOP to ensure the CS operation efficiency and bring premium service to consumers

- Strong communication skills, and develop strong cross-functional relationships

- Ability to gather, relate and summarize information into logical conclusions, file all compliance / special cases as required

- Well manage and keep empower the L2 teams of all CS vendors to achieve the operation & service KPI

- Lead or participate in projects with x-functional teams to well balance better consumer journey and business growth