携程Escalation Specialist HTL SHA EN(MJ021784)

1. Act as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from front-end team. 2. Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement. 3. Collaborate with Destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution. 4. Initiate the process change, draft and reflect the change process in SOP management with Sales, Ops and destination partners. 5. Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance. 6. Engage with key stakeholders to escalate and call out the pain points to drive the initiatives to reduce shipment defects and non-compliance, and driving continuous improvements. 7. Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches. 8. Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience. 9. Provide regular performance metrics report focusing on seller contact and escalation experiences. 10. Build up the mechanisms for Call Center management and functional excellence support structure.

1. Design overall service solutions based on different customer's needs, including but not limited to service flows, service tools and system functions for customer services, and guarantee the effectiveness of the solutions, while continuously improving them. 2. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. 3. Deal with high-risk/customer escalation issues, including social media, to reduce service risk and improve satisfaction. 4. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation. 5. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation. 6. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective, collaborating with relevant departments to improve customer experience

We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make a great addition to our vibrant international team. You’ll make an impact by • To be responsible for driving regional commodity management, strategy management and supplier development for assigned commodity of indirect material • Regional annual cost saving target fulfillment with main strategic driver, like regional tender/RFQ, negotiation, and optimization project etc. • Design and organize tender, supplier day, negotiation, and finalize the frame and individual agreements and price • Trigger the sustainability and digitalization initiatives within the category • Manage supplier relationships, collaborate with regional business partners to align demands, requirements, build relationships and improve supplier performance • Analyzing and calculating independently market report, procurement cost, and business demands to develop proper strategies and corresponding action plan • To be responsible for tender implementation and dealing with complaints and escalation from business partners

· Daily responsibilities on entities wise transactional and account level reconciliation on banks and acquirers, investigate and resolve on settlement discrepancies, working closely with customer service on case handling, other supporting functions including but not limited to chargeback, refund, and wallet withdrawal. · Daily monitoring on incoming fund and ensuring sufficient liquidity, on time settlement and remittance to merchants, compliance to safeguarding requirement. · Proper documentation of the responsible entities’ process and SOP, monthly reporting or whenever required to on regulatory, financial, MDR and CFTB. · Review and align on the operational process, perform analysis and identify area of improvement on system enhancement, process excellence, revise SOP etc. ensuring operation is compliance with country regulation. · Cross departments collaboration with business, technology, product and so on to support new project and new channel going LIVE.