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Customer Experience Lead

hace 3 semanas

Madrid, Madrid, España AliExpress A tiempo completo

About Us

AliExpress is part of the Alibaba International Digital Commerce Group.

We enable global consumers to buy directly from manufacturers and distributors in China and around the world.

Our platform is available in 18 languages, including English.

At AliExpress, we elevate shopping with quality products and superior service, streamlining global commerce for Small and Medium-sized Enterprises (SMEs).

We seek passionate, dedicated individuals who thrive in collaborative and innovative environments.

Job Description

You will be part of the Customer Service Experience team located in Madrid for AliExpress Europe.

Your focus will be to understand the customer experience from beginning to end with AliExpress Europe and find opportunities to work with various departments/organizations to ensure that the customer experience is seamless and improved every day.

  • VOC analysis to be able to identify opportunities and propose solutions
  • Work cross-departmentally with various teams to ensure that seamless customer experience is provided
  • Create and lead initiatives that impact the customer's journey
Qualifications

Minimum 3 to 5 years' experience in customer service or customer experience management environment

Bachelor's degree or equivalent related experience (customer service, e-commerce, online platform)

Mandatory:

  • Native in French, business level verbal and written communication skills in Mandarin and English will be a plus
  • Ability to effectively work through a highly matrix organization and work cross-departments
  • Exceptional organization and time management skills
  • Strong communication skills
  • Have experience in leading customer service enhancement or customer experience improvement projects from planning until execution