Chinavasion Wholesale Limited
Introduction
We are the market-leading China wholesaler of consumer electronics, selling to over 150,000 active customers worldwide from our online shop www.chinavasion.com

Popular products include Mobile Phones, MIDs, Car DVD Players, Security Cameras, and LED Watches. Chinavasion products have been featured in well known gadget magazines and blogs, as well as publications such as the Wall St Journal.


Customer Service Manager (Ecommerce/Internet)

Role
Chinavasion's customer support is 100% in English with customers from every country in the world, mainly North America and Europe. Customers communicate by email and live chat, with some phone support for key customers.

We are seeking a talented, internet-savvy manager who can understand how to maintain customer care and attention to detail in an online and highly automated system. Great communication skills, especially via written and online channels, are a must.

The role is based in our office in Cheung Sha Wan but the manager is expected to work much of the time in our Shenzhen office during the initial period, as well as frequent visits there during the normal course of the work. The role may involve overseas travel to visit outsource providers.

As a privately owned company, with around 100 staff worldwide, we offer a friendly, modern working culture. In the closely connected global team, we place an emphasis on finding new ways to solve problems via internet technologies, cooperation via online communications, and efficient systematization.

Responsibilities:
• Manage part or all of the customer support operations of the company (dependent on current restructuring of China operations), which include a team in Shenzhen and a separate team overseas with an outsourced service provider.
• In addition to main Customer Support, also manage 2 small specialist teams located in China and Serbia, responsible for customer order approvals, customer financial / payment issues, and refunds.
• Customer support operations are conducted almost entirely through email and live chat, and encompass general/pre-sales question answering, order management and after-sales service, and RMA /complaint handling.
• Main representative of the company dealing with online payment / merchant systems.
• Work directly with COO on all aspects of customer services policies, procedures and activities.
• Responsible for all customer-facing support information online.
• Work closely with IT to ensure stability of online CRM systems. Involved in projects to improve usability of online systems for staff and customers.
• Develop improvements to customer support communication quality.

Minimum Candidate Requirements:
• 8+ years working experience, 3+ years in management level
• Experience outsourcing and/or working with remote located staff
• Export trading company / sales experience
• Experience in consumer electronics industry
• Experience using CRM type software
• Strong general IT skills
• High personal standards of customer support quality
• Excellent English and Mandarin Chinese

Candidates With The Following Experience Are Favoured:
• Experience working in PRC
• MBA or similar
• Experience in MNC
• Experience living and working in English speaking country
• Experience in internet related business
• Experience in software testing and development

Personal Attributes Sought:
• Personal interest in internet and consumer electronics
• Confident communicator
• Accurate
• Proactive approach
• Excellent organizational habits
• Positive attitude

HOW TO APPLY:
• Send full CV with current & expected salary, attn Daisy, to jobs@xinglongxing.com
• In your email note BRIEFLY why this job interests you.
• We welcome applications from enthusiastic high-potential candidates even if your experience does not match exactly.