E-commerce After-Sales Operations (User-Focused)

This role is for an e-commerce after-sales operations specialist (user-focused). The responsibilities include managing customer service for the Paper Heart flagship store, summarizing and adjusting customer service and feedback. The role involves aligning with the customer service team on new product information and promotional activities, and writing customer service FAQs. It also includes handling VIP user services, including shipping and after-sales issue follow-up, establishing after-sales standards for various products, and aligning these standards with game customer service. Additionally, the specialist will handle internal purchases and internal usage matters, liaise with Tmall platform after-sales representatives and handle disputes, and follow up on invoicing and anti-counterfeiting tasks in the Tmall backend. The role requires effective communication, problem-solving abilities, and a strong customer-centric approach.