This role involves overseeing external and internal customer service teams for after-sales operations, ensuring smooth communication and high service quality. Responsibilities include developing after-sales strategies for flagship stores, managing returns/exchanges, and designing specialized solutions for IP derivatives. The role also requires coordinating with supply chain and warehousing for spare parts, monitoring inventory, and optimizing processes. Candidates need strong communication, collaboration, and a deep understanding of IP culture to enhance customer experience.

Must Have

• Coordinate external and internal customer service teams to ensure smooth after-sales communication.
• Supervise customer service quality, train, and optimize after-sales communication scripts.
• Formulate after-sales strategies for flagship stores, including returns, exchanges, compensation, and dispute resolution.
• Design differentiated after-sales solutions for IP derivatives, balancing customer experience and cost.
• Coordinate with supply chain and warehousing for after-sales spare parts reserve and allocation.
• Monitor spare parts inventory data, analyze loss, and propose optimization suggestions.
• Bachelor's degree or above.
• 2+ years of e-commerce after-sales operations experience.
• Familiar with platform after-sales rules (e.g., Tmall, Douyin Mall).
• Strong communication and cross-departmental/external team collaboration skills.
• Strong learning ability, meticulous, reliable, strong execution, and proactivity.
• Understanding of IP culture and ability to optimize after-sales experience from a fan's perspective.
• Ability to work under pressure and flexibly handle after-sales pressure during peak shipping periods.
• Familiar with ERP/CRM system operations.

Good to Have

• Experience in IP derivatives, trendy toys, or cultural and creative categories.

Job Description

1. Overall coordination of daily communication between outsourced customer service teams and internal customer service personnel to ensure smooth and efficient after-sales communication processes.

2. Supervise customer service quality, regularly train and optimize after-sales communication scripts, and improve customer satisfaction.

3. Responsible for formulating after-sales strategies for flagship stores, including standardized processes for returns, exchanges, compensation, and dispute resolution. Design differentiated after-sales solutions specifically for IP derivatives, balancing customer experience and cost control.

4. Coordinate with supply chain and warehousing departments to plan the reserve and allocation of after-sales spare parts, ensuring timely after-sales response. Monitor spare parts inventory data, regularly analyze loss situations, and propose optimization suggestions.

Job Requirements

1. Bachelor's degree or above, 2+ years of e-commerce after-sales operations experience, familiar with platform after-sales rules (e.g., Tmall, Douyin Mall). Experience in IP derivatives, trendy toys, or cultural and creative categories is preferred.

2. Possess strong communication skills, adept at cross-departmental (customer service, warehousing, supply chain) and external team collaboration to drive problem resolution.

3. Strong learning ability, meticulous and reliable, with strong execution ability and proactivity, capable of independently completing assigned tasks.

4. Have a certain understanding of IP culture, able to optimize after-sales experience from a fan's perspective, possess stress resistance, and can flexibly handle after-sales pressure during peak shipping periods.

5. Familiar with ERP/CRM system operations, able to optimize after-sales processes through tools.