Customer Service Supervisor

1. Team Operations Management: Oversee call center operations by mastering business processes and job requirements. Develop team work plans, monitor execution, identify and mitigate process risks, ensure efficient operations, and achieve team performance targets.

2. Data Analysis & Process Optimization: Monitor call center KPIs, including completion rates and response times, through data analysis. Identify process risks and improvement opportunities, develop optimization plans, and drive implementation to enhance team efficiency and service quality.

3. KPI Achievement: Define call center evaluation metrics and create target breakdown plans. Guide and motivate teams to achieve KPIs through regular performance reviews and strategy adjustments, ensuring goal attainment and team performance improvement.

4. Team Capacity Building: Develop training programs and career development plans for team members. Conduct regular skills training and knowledge sharing to enhance professional capabilities while building talent pipelines to strengthen team stability and cohesion.

5. Customer Experience & Value Conversion: Analyze operational data to identify customer pain points and conversion opportunities. Propose targeted solutions such as service process improvements and value-added service design, then collaborate with relevant departments to implement changes that boost satisfaction and conversion rates.

【About JD.com】

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】

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 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】

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.