Customer Service Specialist (m/f/d) Mandarin Speaker

About JD.com

JD.com is one of the world’s leading technology-driven e-commerce and logistics companies. As we continue to expand our operations in Germany, we are looking for a service-oriented and reliable Junior Customer Service Specialist (m/f/d) to support our B2C customers and contribute to an excellent customer experience.

Your Responsibilities

• Handle customer enquiries via phone, email, chat and other communication channels
• Support B2C customers with questions regarding orders, deliveries, returns, refunds and complaints
• Communicate professionally with Mandarin- and English-speaking customers and internal stakeholders
• Investigate customer issues and coordinate solutions with logistics, warehouse and operations teams
• Track open cases and ensure customer requests are resolved within the agreed service levels
• Document customer interactions and maintain accurate records in the relevant systems
• Identify recurring customer issues and support the improvement of customer service processes
• Escalate complex or urgent cases to the appropriate internal teams
• Support the development of customer service standards and operational procedures in Germany

What You Bring

• Previous experience in customer service, e-commerce, logistics, retail or a comparable environment
• Fluent Mandarin and English language skills, both written and spoken
• German language skills are an advantage
• Strong customer and service orientation
• Excellent communication and problem-solving skills
• Ability to remain calm and professional in challenging customer situations
• Structured, reliable and detail-oriented working style
• Confidence in using customer service systems, Microsoft Office and digital communication tools
• Ability to work effectively in an international and fast-paced environment

What We Offer

• The opportunity to join a growing international e-commerce and logistics company
• A dynamic and multicultural working environment
• Close collaboration with local and international teams
• Responsibility from day one and opportunities to contribute your own ideas
• Professional development and long-term career opportunities within JD.com

Join JD.com in Oberhausen and help us create a reliable, efficient and customer-focused service experience for our B2C customers in Germany.