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 Rotterdam, Netherlands

Job Responsibilities:

• Service Standard Development: Formulate and optimize customer service SOPs to ensure the achievement of key service metrics.
• Scenario-Based Training: Design cross-cultural conflict resolution solutions; enhance customer service capability through role-playing, stress testing, and other assessment methods.
• Tool Implementation: Collaborate with internal service product teams to write system user manuals, and drive product feature optimization and efficiency improvement through hands-on feedback.
• Quality Monitoring: Based on QA results, provide weekly/monthly TOP 3 service improvement points, and continuously refine training content and format through a closed-loop mechanism.
• New Hire Enablement: Implement the “6-Week New Hire Empowerment Program” to ensure a pass rate of no less than 90% and meet onboarding qualification standards.

Job Requirements :

• Over 3 years of experience as a trainer in cross-border customer service operations.
• Familiar with cultural differences across countries and able to effectively handle cross-cultural service scenarios.
• Experience in building customer service quality evaluation systems
• Fluent in English (listening, speaking, reading, and writing), capable of simulating customer complaint scenarios for teaching; proficiency in additional languages is a plus.

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