At On, we are committed to delivering an exceptional, premium service experience that feels personal and welcoming to every customer.
As a Customer Relations & Service Excellence Specialist, you will be the vital link between our brand and our community. You will empower and support our service partners to resolve complex escalations across our e-commerce channels (Tmall, JD, Douyin) and retail stores. Beyond resolving issues, you will analyze customer feedback to identify process gaps and serve as the internal "Voice of the Customer."
We are looking for a professional who is more than just a skilled "crisis resolver"—someone who is a passionate advocate for the customer experience. You will collaborate with Legal, PR, and Operations to bridge service gaps, transform feedback into actionable guidelines, and turn challenging situations into opportunities to build lifelong brand loyalty.
Mastering Escalations: Lead the end-to-end resolution of critical and sensitive escalations across e-commerce and retail. Monitor daily satisfaction metrics and coordinate proactive outreach to ensure even the most frustrated customers feel heard and supported.
Restoring Trust: Apply empathy and creative problem-solving to high-pressure cases, transforming difficult interactions into positive experiences that cultivate brand advocates.
Empowering Frontline Teams: Partner closely with third-party service providers to guide them through sensitive cases, building their confidence and ensuring they represent On with professional excellence.
Quality Assurance: Oversee daily quality monitoring for retail and partner teams. Conduct audits of interactions and scripts to ensure every touchpoint aligns with our signature standards of warmth and professionalism.
Driving Insights: Look beyond individual tickets. Analyze feedback and satisfaction data to identify recurring themes, pinpoint process or system gaps, and propose practical improvements.
Operationalizing Excellence: Translate findings from escalations and quality reviews into concrete SOPs and training modules, ensuring that resolved issues lead to permanent service enhancements.
Measuring Success: Collaborate with internal stakeholders and partners to ensure service improvements are successfully implemented, establishing feedback loops to track sustained quality growth.
Strategic Partnerships: Cultivate collaborative, long-term relationships with Legal, PR, Retail, and E-commerce teams to ensure seamless coordination and rapid resource allocation during critical situations.
Managing Communications: Act as a key liaison for leadership on sensitive issues. Ensure all internal and external messaging remains consistent with our official brand voice while maintaining strict confidentiality.
Professional Representation: Represent On with authority and poise when coordinating with regulatory bodies (such as 12315 or the Market Supervision Administration) to resolve disputes in a compliant and brand-aligned manner.
5+ years of experience in customer service, with at least 2 years specializing in high-level escalation handling, crisis management, or quality assurance. Background in premium retail or e-commerce is highly preferred.
Solid grasp of consumer protection regulations (e.g., China Consumer Rights Protection Law, E-commerce Law) and experience in formal dispute resolution or mediation.
Resilient and composed under pressure, with sharp analytical skills and a "customer-first" mindset that never compromises on service standards.
Ability to lead constructive dialogue and make timely, values-aligned decisions under tight deadlines.
Exceptional attention to detail and high integrity when handling sensitive or confidential customer and legal information.
Data-driven mindset with the ability to interpret trends and navigate the complex landscape of the China market.
Proven ability to transform abstract pain points into actionable SOPs. Skilled in presenting insights and strategic recommendations to cross-functional teams and senior management through clear, visual reporting.
High level of empathy, active listening skills, and a genuine passion for customer advocacy.
Self-driven, curious, and comfortable navigating a fast-paced, dynamic environment with an ownership mindset.
Professional fluency in spoken and written Chinese and English.