Nike, Inc.:
contact center lead Job in Shanghai, Shanghai, China, VT
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Shanghai, Shanghai, China, VT
Full-time | Retail
About the job
Job Responsibilities:
* Daily monitor on order fulfillment , rescheduling order status, play a key role in communicating with IT/ Finance team on abnormal order workflow escalations
* Work in close collaboration with Tax team, Finance on payment and refund status checking, quick action for consumer complaints accordingly
* Work with digital logistics team on abnormal physical delivery cases, such as wrong / missing / delay delivery
* Call out site issue timely to lower business impacts
* Check and monitor product feedback from online and offline channel, pass on to BI team to have visibilities and suggestions if necessary
* Familiar with activity mechanism and proactively provide suggestion from consumer journey wise to avoid potential risks
* Handle government related complaints, coordinating across internal teams and external partners, to assure the premium service being delivered
* Collaborate with x-functions to conduct complex case (eg. Legal, GPA,BI,PR…)
* Address issues proactively through problem-solving, and reduce the risks
* Review and update process timely
* Daily monitor on order fulfillment , rescheduling order status, play a key role in communicating with IT/ Finance team on abnormal order workflow escalations
* Work in close collaboration with Tax team, Finance on payment and refund status checking, quick action for consumer complaints accordingly
* Work with digital logistics team on abnormal physical delivery cases, such as wrong / missing / delay delivery
* Call out site issue timely to lower business impacts
* Check and monitor product feedback from online and offline channel, pass on to BI team to have visibilities and suggestions if necessary
* Familiar with activity mechanism and proactively provide suggestion from consumer journey wise to avoid potential risks
* Handle government related complaints, coordinating across internal teams and external partners, to assure the premium service being delivered
* Collaborate with x-functions to conduct complex case (eg. Legal, GPA,BI,PR…)
* Address issues proactively through problem-solving, and reduce the risks
* Review and update process timely