City Shenzhen

Function Name MERCHANDISING

Employee Type Permanent/Regular

Years of Experience Required 3+ Years

Business Format Support Center (Home Office)

Education Level Required Undergraduate

Job Description

岗位职责:
1.升级投诉评估与处理:接收来自门店、客服热线、云仓等各渠道的升级投诉案件,迅速对投诉内容进行梳理和分类,全面评估投诉的严重性和紧急程度,精准识别关键问题和会员核心诉求,为后续处理明确方向,必要时直接与会员沟通谈判处理,努力达成快速并令人满意的解决方案,维护门店声誉和会员信任。
2.舆情客诉监测与报告:运用专业工具,对社交媒体进行 7x13小时实时监测,精准捕捉与公司相关的舆情客诉,迅速响应并将信息预警到公司内部各相关团队,并从客服角度全程跟进处理进度,确保客诉问题得到及时、有效的解决。
3.客诉方案制定与执行:结合公司售后政策和会员需求,制定切实可行且令会员满意的客诉解决方案,协调各方资源,确保解决方案能够迅速、有效地执行到位,及时解决会员投诉问题,最大限度降低会员损失和负面情绪,维护公司品牌形象和会员关系。
4.信息预警与赋能:及时对舆情客诉数据进行统计分析,对已发现的投诉案件及时预警给QA、FS、合规等管理团队,防止问题再次出现或衍生新的投诉,为改进商品质量、优化服务流程、完善管理机制提供数据支持和决策依据。同时要不断沉淀客诉处理实践,为门店赋能,帮助门店更有效处理客诉并提升会员满意度。

岗位要求:
 1.至少3年或以上在客户服务、投诉处理领域的工作经验,特别是有直接处理复杂或紧急投诉的经验。
2.具有零售行业经验,服务行业经验,或丰富的互联网运营经验者优先。
3.具备出色的沟通和问题解决能力,能够在压力下做出迅速且有效的决策。
4.具备良好的跨部门协作能力,能够与不同团队紧密配合,推动问题的解决。
5.熟练使用数据分析和报告工具,能够从投诉案例中提取有效信息,优化投诉处理流程。

Company Summary

Save Money. Live Better.

From Walmart’s humble beginnings as a small discount retailer in Rogers, Ark., Walmart has opened thousands of stores in the U.S. and expanded internationally. Through innovation, we're creating a seamless experience to let customers shop anytime and anywhere online, through mobile devices and in stores. We are creating opportunities and bringing value to customers and communities around the globe. Walmart operates over 11,500 retail units under 63 banners in 28 countries and e-commerce websites in 11 countries. We employ 2.3 million associates around the world.

Walmart International has more than 6,200 retail units, operating outside the United States with 55 banners in 27 countries. Walmart International operations stretch as far east as Japan, down south in Chile and everywhere in between with more than 800,000 associates serving more than 100 million customers every week.

Walmart China began in 1996 with the opening of a supercenter and Sam’s Club in Shenzhen. To date, Walmart operates a Global Sourcing Office, China's Global eCommerce headquarters, and stores under a number of formats and banners. Up to 31 Dec, 2018, Walmart has been operating over 400 retail units covering 190 cities nationwide; as well as running 8 distribution centers and 11 fresh products distribution centers.

Key Walmart (China) Co. Ltd. Facts 

Walmart has been operating in China for over 20 years with about 100,000 associates. Currently, Walmart operates a number of formats and banners in China including hypermarkets and Sam’s Clubs. Walmart now has been operating over 400 retail units covering more than 180 cities nationwide; as well as running 8 distribution centers and 11 fresh distribution centers.

Walmart Hypermarket

The Walmart hypermarket stores range from six thousand to over ten thousand square meters, and serve more than twenty thousand types of fresh foods, clothes, household appliances, grocery etc. The Walmart hypermarket provides one-stop shopping experiences for customers. Meanwhile, Walmart hypermarket attracts customers for the neighbouring small retailers and restaurants.

Walmart is not only committed to food safety and high quality, but also to the corporate mission “save people money, so they can live better”. Walmart hypermarket launched “Worry Free Prices” commodities in all stores nationwide, which saves customers from the trouble of price comparison. Meanwhile, Walmart hypermarket offers the popular commodity combinations and continual improvement of commodity display through market research while continually upgrading stores in order to enhance customers’ shopping experience, meet customers’ demands, and promote sales growth.

Sam's Club

Sam’s Club is a chain of high end membership-only clubs under the Walmart Family. Since the first Sam’s Club opened in Midwest City in Oklahoma State in April of 1983, Sam’s Club has a history over 30 years. At the beginning of 90’s, Sam’s Club started to enter international markets and has become one of the largest membership clubs around the world. At present, Sam’s Club has developed 800 chain clubs globally and provides superior service to over 50 million individual members and business members. The first Sam’s Club in China was opened in Shenzhen on August 12, 1996. So far, Sam’s Club has developed a total of 17 clubs in China which are located in Beijing, Shanghai, Shenzhen, Guangzhou, Fuzhou, Dalian, Hangzhou, Suzhou, Wuhan, Changzhou, Zhuhai, Tianjin, Xiamen and Nanjing. In the future, Sam’s Club will continue to expand investment in China, bringing quality life to more and more Chinese families.

A Sam's Club has an average shopping area of 20,000 square meters and offers bulk groceries and general merchandise. To satisfy customers’ needs for higher quality, Sam’s Club only provides either the best quality product in the category or the best-selling brand. The Club offers 4,000 high quality-to-price ratio items, including categories such as fresh, groceries, household appliances, home, apparel and etc. The Club saves customers from the trouble of product comparison, which also saves their time and money. The commodities sold in Sam’s Club usually come in large and simple composite packages, lowering the costs through purchasing in large quantities. Sam’s Club emphasizes on accessibility of the location. The clubs usually provide at least 1,500 parking spaces for its members.

Sam’s Club announced at the opening ceremony of its Longhua club on July 26, 2017 that it will pilot a compact model club to accelerate expansion in a more flexible, simplified and high-efficient way and plan to have 40 clubs nationwide by the end of 2020. In addition, it will invest 100 million yuan in launching “high value item project” to further demonstrate membership value through long-term high value savings.

E-Commerce Development

Starting from the end of 2010, Sam’s Clubs online store(www.samsclub.cn) launched Sam’s Club members online shopping direct delivery service in cities where Sam’s Clubs are located, including Shenzhen, Beijing, Shanghai, Fuzhou, Guangzhou, Hangzhou, Suzhou, Wuhan, Changzhou, Zhuhai, Tianjin and Xiamen.

Starting from October in 2012, Sam’s Club’s online store started to provide chilled and frozen food online, with specific same-day-delivery service in Shenzhen, Guangzhou, Shanghai, Beijing, Suzhou, Dalian, Wuhan, Tianjin and Xiamen. In the future, the chilled food direct delivery service will be extended to more areas. It is convenient for our members to buy hundreds of items covering fruit and vegetable, meat, egg, bakery, and the chilled and frozen at Sam’s Club E-commerce services.

In April 2014, Sam’s Club announced the launch of Sam’s Club App following the launching of Sam’s Club Wechat account in order to provide Sam’s members multi-shopping channels.

In May 2015, Walmart announced the launch of its hypermarket O2O platform “Walmart To Go” in Shenzhen.  The platform consists of the newly launched “Walmart” mobile shopping APP, “Service Center” in stores for self pick-up and multiple online & offline e-payment options.

Beginning from October 2016after entering into a strategic alliance to expand the breadth and convenience of online shopping options for Chinese consumers, Walmart and JD.com, China's largest e-commerce company by revenue, announced a series of exciting new ways for customers to access high quality products from around the world:

1Exclusive Sams Club Flagship Store on JD.com

2Exclusive Walmart Global Flagship Store on JD Worldwide

3Connection with JD Daojia to Provide 2-Hour Grocery Delivery from Walmart Stores in Select Cities

4Sams Club Global Stop Flagship Store on JD Worldwide

5ASDA Global Store on JD Worldwide

6Walmart Flagship Store on JD.com

Walmart aims to progressively integrate customers, stores and inventory to achieve in-depth integration of online platforms and offline stores so as to adapt to the new trends of retail transformation.

Further information about Walmart in China can be found at:

http://www.wal-martchina.com/

Culture

Walmart takes a keen interest in the impact its business has on the wider community and hopes to become an integral part of China’s economic development, creating jobs and economic stimulus and working hard to build a position as a trusted corporate citizen in China.

In China, as elsewhere, they follow four key beliefs: “Respect for the individual”, “Service to the customer”, “Strive for excellence” and “Act with integrity”. They have a firm tradition of building businesses one store and one customer at a time, so as to fulfil their core mission, and continue to make a difference in the lives of customers, members and associates.

https://www.linkedin.com/company/walmart/