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Gain comprehensive knowledge of Alibaba.com account operations to provide expert guidance
Consult and train customers on account management via Zalo, email, phone, and other communication channels, ensuring optimal account performance
Communicate the latest Alibaba updates, news, and events to customers promptly
Act as a translator for managers in meetings or discussions when required
Analyze advertising campaign performance data to provide actionable insights for customers
Lead customer excellence projects, programs, and initiatives to enhance customer experience across all touchpoints
Conduct research on customer experience best practices, methodologies, and tools within and beyond the e-commerce industry
Collect and synthesize customer feedback to identify needs and improvement opportunities
Develop short-term and long-term service plans aligned with company sales targets, including resource allocation, staff training, and process improvements
Collaborate with cross-functional teams to align customer experience strategies and enhance overall service delivery
Requirements:
Fluent in Chinese (Mandarin) and English (written and spoken)
Experience in customer service, e-commerce, or account management is preferred
Strong communication, problem-solving, and organizational skills
Ability to multitask and thrive in a fast-paced environment