E-Commerce Customer Service Specialist

How to Apply: Send your resume to:

Responsibilities

1. Customer Service & After-Sales Management: Manage daily multi-channel customer communications; efficiently handle inquiries, customer complaints, returns, and refunds to maintain brand reputation and customer satisfaction.

2. Order & Logistics Tracking: Oversee the end-to-end order fulfillment process; coordinate with warehouses and logistics carriers, track reverse logistics (returns), and ensure smooth, accurate operations.

3. Customer Service Analytics & Reporting: Regularly aggregate and analyze customer service data (e.g., response times, satisfaction rates, return reasons, top complaints); generate analytical reports to identify experience pain points and potential risk areas.

4. Account Health & Compliance Maintenance: Monitor platform account performance metrics and buyer feedback; proactively provide early warnings and resolve compliance/risk control issues to safeguard account health.

5. Process Optimization & System Utilization: Demonstrate proficiency in e-commerce seller portals and ERP systems; assist in optimizing customer service and fulfillment workflows based on feedback from daily service and return data.

6. Cross-Functional Collaboration: Collaborate with operations, warehouse, and remote support teams to resolve customer complaints swiftly and drive the team toward overall service KPI targets.

Qualifications

· Education: Bachelor’s degree or higher.

· Language Skills: Proficient in English as a primary working language, with strong written and verbal communication skills. Mandarin is required.

· Preferred Experience: Prior experience in e-commerce customer service, after-sales management, logistics, or platform operations is preferred.

· Analytical Skills: Strong analytical mindset with proficiency in data tools to structure and interpret business data preferred.

· Domain Knowledge: Familiarity with e-commerce order processing, return workflows, and hands-on experience with ERP/CS platforms preferred.

· Soft Skills: Clear logical thinking with excellent communication and coordination abilities.

· Open Entry: High-potential recent graduates are welcome! Comprehensive professional training and clear career advancement pathways are provided.

Benefits & Perks

· Competitive Compensation: Attractive salary package + performance-based bonuses

· Comprehensive Benefits: Health insurance, Dental & Vision insurance, and 401(k) retirement plan

· Growth Platform: Rapidly expanding e-commerce environment with an international culture

· Career Development: Structured training mechanisms and clear promotion paths

· Workplace: Comfortable and modern office environment

招聘启事 电商客服专员

工作地点 Salem, NH 波士顿北郊

公司性质 电商公司

岗位职责

1. 客户服务与售后处理 负责多渠道日常客户沟通 高效处理咨询 客诉 退换货及退款 维护良好的品牌形象与客户满意度

2. 订单与物流跟踪 跟进订单处理全流程 协调仓库与物流承运商 跟进逆向物流 退货 确保履约顺畅与准确

3. 客服数据分析与报告 定期汇总分析客服数据 如响应时长 满意度 退换货原因 常见客诉等 输出数据分析报告 识别体验痛点与潜在业务风险

4. 账号安全与合规维护 监控平台账号绩效指标及买家反馈 及时预警并配合处理合规与风控问题 保障账号安全

5. 流程优化与系统应用 熟练运用电商平台后台及 ERP 系统 基于日常服务与退换货数据反馈 协助优化客服与履约流程

6. 跨部门协作 配合运营 仓库及远程支持团队 推动客诉快速解决 助力团队整体服务 KPI 的达成

任职要求

本科及以上学历 英语可作为工作语言 具备良好的书面与口语沟通能力
有电商客服 售后 物流或平台运营相关经验者优先
具备较强的数据敏感度 熟练使用数据分析工具进行数据整理与分析优先
熟悉电商订单 退换货流程及 ERP/客服系统操作者优先
逻辑清晰 具备良好的沟通协调能力
欢迎优秀的应届毕业生 公司提供完善的专业培训与晋升通道
福利待遇

具有竞争力的薪酬待遇 +绩效奖励
完善的福利保障 医疗保险 牙科与眼科保险 401(K) 退休计划
快速发展的电商平台与国际化工作氛围
明确的培养机制与晋升空间
舒适优越的办公环境
Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Application Question(s):

Do you require employment visa sponsorship now or in the future?
Language:

Mandarin (Required)
Work Location: In person