Contact Centre Trainer - E-commerce

【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.Learn more about us: https://corporate.jd.com/【Job Details】Job Title: Contact Centre Trainer - E-commerceLocation: Amsterdam, NetherlandsWhat You’ll DoService Standard Development: Formulate and optimize customer service SOP processes to ensure the achievement of key service indicatorsScenario-based Training: Designing cross-cultural conflict resolution strategies, assessing and enhancing customer service response capabilities through role-playing, stress testing, and other methodsTool Implementation: Collaborate with the internal service product team to write system user manuals and drive product function optimization and efficiency improvement through practical operation feedbackQuality Monitoring: Based on the results of quality checks, output the TOP3 service improvement points weekly/monthly, and close the loop to optimize the content and format of training coursesNewcomer Incubation: Implement the "6-week Newcomer Empowerment Plan", ensuring that the pass rate of newcomer assessments is no less than 90%, and achieving the standard for qualified onboardingWhat You’ll BringMore than 3 years of experience as a cross-border customer service business training instructor (BPO Trainer will be an advantage)Familiar with the service culture differences among multiple countries, capable of effectively handling cross-cultural service scenariosPossess experience in building a customer service quality assessment system, and need to provide proof of results such as evaluation templatesFluent in English listening, speaking, reading, and writing, capable of simulating customer complaint scenarios for teaching, preference given to those who are proficient in minor languagesWhat We Offer:The exciting opportunity to shape category strategies and contribute to the growth of a new and dynamic e-commerce business.A diverse, inclusive work environment, where you can make a significant impact on JD.com's regional presence.A competitive salary and benefits package, including health insurance, pension, and performance bonuses.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.