Job Description

1. Service Solution Design & Implementation: Analyze merchant and user requirements to design tailored service solutions for scenarios such as merchant onboarding, large-scale retail, and SOHO operations. Partner with frontline teams to execute solutions, address implementation gaps, and enhance service feasibility and operational efficiency.

2. Review System Optimization: Formulate e-commerce content review policies and guidelines. Continuously monitor review workflows to optimize system tools and resource allocation strategies, improving review accuracy and efficiency. Minimize rejection rates and operational costs while ensuring compliance with standardized review protocols.

3. Process & Tool Enhancement: Identify inefficiencies in service workflows and tool utilization. Lead process re-engineering and system enhancements, integrating up-to-date knowledge repositories to reduce resolution costs. Develop flexible workforce strategies to boost team productivity and service quality.

4. Data-Driven Strategy & Localization: Analyze key customer service metrics (e.g., satisfaction scores, resolution timelines) to identify gaps and implement corrective measures. Benchmark against competitors and monitor industry trends to develop localized service strategies aligned with regional consumer behaviors (e.g., Europe, U.S., Southeast Asia), enhancing customer experience and market competitiveness.

5. Global Collaboration & Capability Development: Coordinate global customer service solutions by analyzing regional e-commerce trends and cultural nuances. Formulate region-specific adaptation strategies and deliver targeted training programs to enhance team expertise and market acumen, ensuring consistent service excellence across all markets.

?About JD.com?

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JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, is a leading supply chain-based technology and service provider. The company's cutting-edge retail infrastructure seeks to enable consumers to buy whatever they want, whenever and wherever they want it. The company has opened its technology and infrastructure to partners, brands and other sectors, as part of its "Retail as a Service" offering to help drive productivity and innovation across a range of industries. JD.com's business has expanded across retail, technology, logistics, health, industrials, property development and international business. JD.com is ranked 44th on the Fortune Global 500 list and is China's largest retailer by revenue, serving over 600 million annual active customers. The company has been listed on NASDAQ since 2014, and on the Hong Kong Stock Exchange since 2020. Committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, the company's mission is to make lives better through technology, striving to be the most trusted company in the world.

?Our Global Business?

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We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com's operations span China, the U.K., the Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, the U.S., and many others, serving customers worldwide.


Key International Business Segments: Joybuy (online retail business in Europe), International Logistics, Cross-border Import Business, JD Industrials International, JD Property International

?"Joybuy" - Online Retail Business in Europe?

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Joybuy is JD.com's online retail business in Europe. It is currently in the test phase in the UK, the Netherlands, Germany, France, Belgium, and Luxembourg. Joybuy places the customer at the heart of everything it does. Our slogan, "Don't just buy, Joybuy," perfectly captures our mission to fulfill our customers' needs and provide a service that is easy and convenient, but also enjoyable and fun.