Customer Service Manager

Who We Are

At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.

Our Global Reach

JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across 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 beyond, reaching customers in every corner of the world.

Learn more about who we are and what we do: https://corporate.jd.com/

What We Offer

Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.

About The Team

You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

1. Data-Driven Process Optimization: Analyze customer service metrics such as response times and complaint rates to identify inefficiencies and risks. Develop and execute targeted optimization strategies to enhance service efficiency and standardize workflows.
2. Training System Development & Execution: Design and implement a comprehensive training framework covering business knowledge and communication skills. Deliver onboarding programs for new hires and continuous skill enhancement initiatives to elevate team expertise and service standards.
3. KPI Monitoring & Performance Management: Track key performance indicators (e.g., call connection rates, satisfaction scores) for the customer service center. Decompose team goals into actionable plans, conduct regular performance evaluations, and provide targeted coaching to ensure goal attainment and team-wide performance growth.
4. Cross-Functional Customer Experience Resolution: Aggregate and analyze customer pain points, collaborating with Product, Technology, and other departments to design solutions. Drive the implementation of improvements to boost customer satisfaction and brand perception.
5. Operational Resource Coordination & Support: Oversee customer service resources, including system access and knowledge base maintenance. Partner with technical teams to troubleshoot system issues and optimize tools, ensuring seamless service operations.

At JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

Ready to apply?

Take the next step in your career, apply now and explore the opportunities we have to offer.