Customer service trainer

【About JD.com】

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, has evolved from a pioneering e-commerce platform into a leading technology and service provider with supply chain at its core. Renowned for its supply chain innovation and excellence, JD.com has expanded into sectors including retail, technology, logistics, healthcare, and more, aiming to transform traditional business models with cutting-edge digital solutions. Ranked 47th on the Fortune Global 500, JD.com is China’s largest retailer by revenue.

【Our International 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 expand in markets where our competitive strengths shine. Currently, JD.com operates globally, with business activities in countries such as China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, and many others, reaching customers in every corner of the world.

Customer Service Training Instructor

• based in GuangZhou, China/Netherlands/UK/Germany

Responsibilities:

• Service Standards Development: Establish and continuously optimize customer service SOPs to ensure achievement of key service metrics.
• Scenario-based Training: Design solutions for cross-cultural conflict resolution; conduct role-play exercises and stress tests to assess and enhance customer service response capabilities.
• Tool Implementation: Collaborate with internal service product teams to create user manuals, and leverage practical feedback to drive product optimization and efficiency improvements.
• Quality Monitoring: Based on quality inspection results, provide weekly/monthly reports highlighting the top 3 areas for service improvement, and incorporate findings into continuous training enhancements.
• New Hire Development: Implement the “6-Week New Hire Empowerment Program”, ensuring a pass rate of no less than 90% in assessments and successful onboarding to qualified standards.

Requirements:

• Minimum 3 years of experience as a trainer in cross-border customer service operations.
• In-depth understanding of multicultural service differences, with proven ability to manage cross-cultural customer interactions effectively.
• Experience in building customer service quality evaluation systems, with demonstrable outputs such as assessment templates.
• Fluent in English (speaking, listening, reading, and writing); capable of simulating customer complaint scenarios for training purposes. Proficiency in additional languages is a plus.
• Able to work in night shifts.

JD.com is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status