阿里巴巴阿里国际站-交易&保障解决方案-履约&售后

任职要求

【职位要求】：
1、本科及以上学历，国际贸易、电子商务、物流管理、市场营销等相关专业优先
2、1-5年跨境电商售后/客户服务/运营相关经验，熟悉平台规则（如Temu、TK、Amz、1688、AE、JD、Shopify、携程等），熟悉行业解决方案和商家运营策略
3、熟练使用Excel/SQL/Power BI等工具，能从数据中提炼问题并提出解决方案
4、具备竞对视角、经营视角、用户视角，结合产品化思维、结构化思维，将用户痛点转化为售后解决方案、产品、规则等可执行的运营策略。、
5、具备良好的跨团队沟通与项目管理能力，自驱、有目标感；

1）Bachelor’s degree or above, preferably in International Trade, E-commerce, Logistics Management, Marketing, or related fields.
2）1-5 years of relevant experience in cross-border e-commerce after-sales, customer service, or operations; familiar with platform rules (such as Temu, TikTok, Amazon, 1688…

工作职责

本岗位负责跨境B2B交易保障&售后解决方案设计及运营
1、研究竞对体验（Temu、亚马逊、1688等）及通过VOC及用户调研等方式洞察消费者在交易链路中针对交易保障、售后体验上的诉求、痛点、机会点等，并基于用户核心诉求，规划及设计匹配业务增长的用户心智（定制保障、上门安装、维修等）；
2、针对复杂售后场景设计相应的解决方案（如预售场景、定制品、设备、跨境物流清关&派送异常），作为业务Owner协同联合产品、服务团队、服务商等形成解决方案并落地，打造极致体验，提升用户转化&留存；
3、围绕国家差异、行业差异、人群差异等视角设计商家服务能力提升运营策略，搭建运营数据指标体系，设计相关牵引机制，不断提升商家履约及服务水平；
4、数据驱动优化 监控商家履约、售后体验、售后成本等关键指标（如发货时效、发货率、送达率、退款率、赔付成本、用户满意度），定期输出分析报告并提出改进建议。

This position is responsible for the design and operations of cross-border B2B transaction protection and after-sales solutions.

Competitor Experience Research & User Insights:
Study competitor experiences (such as Temu, Amazon, 1688, etc.), and leverage VOC (Voice of Customer) and user research to uncover consumer needs, pain points, and opportunities in the transaction flow related to transaction protection and after-sales experience. Based on core user needs, plan and design user awareness and expectations aligned with business growth (such as customized guarantees, on-site installation, maintenance, etc.).

Solution Design for Complex After-sales Scenarios:
Develop tailored solutions for complex after-sales situations (e.g., pre-sale scenarios, customized products, equipment, cross-border logistics, customs clearance, and delivery exceptions). Act as the business owner to collaborate with product, service teams, and service providers to formulate and implement effective solutions, creating optimal experiences and driving user conversion and retention.

Merchant Service Capability Enhancement:
Develop operational strategies to improve merchant service capabilities by considering country differences, industry characteristics, and customer segmentation. Build an operational data indicator system and establish relevant incentive mechanisms to continually enhance merchant fulfillment and service levels.

Data-driven Optimization:
Monitor key metrics such as merchant fulfillment, after-sales experience, and after-sales costs (including shipping timeliness, shipping rate, delivery rate, refund rate, compensation cost, and customer satisfaction). Regularly produce analytical reports and propose improvement recommendations.