Specialist - Customer Relations & Service Excellence

The Customer Relations & Service Excellence Specialist acts as the vital link between On and its community, supporting service partners to resolve complex escalations across e-commerce channels and retail stores. The role analyses customer feedback to identify process gaps and serves as the internal Voice of the Customer. It collaborates with Legal, PR, and Operations to bridge service gaps, transform feedback into actionable guidelines, and turn challenging situations into opportunities to build lifelong brand loyalty.

• Lead the end-to-end resolution of critical and sensitive escalations across e-commerce and retail, monitoring daily satisfaction metrics and coordinating proactive outreach to ensure frustrated customers feel heard and supported.
• Apply empathy and creative problem-solving to high-pressure cases, transforming difficult interactions into positive experiences that cultivate brand advocates.
• Partner with third-party service providers to guide them through sensitive cases, build their confidence, and ensure they represent On with professional excellence.
• Oversee daily quality monitoring for retail and partner teams, conducting audits of interactions and scripts to ensure every touchpoint aligns with signature standards of warmth and professionalism.
• Analyse feedback and satisfaction data to identify recurring themes, pinpoint process or system gaps, and propose practical improvements.
• Translate findings from escalations and quality reviews into concrete SOPs and training modules, ensuring resolved issues lead to permanent service enhancements.
• Collaborate with internal stakeholders and partners to implement service improvements and establish feedback loops to track sustained quality growth.
• Cultivate collaborative, long-term relationships with Legal, PR, Retail, and E-commerce teams to ensure seamless coordination and rapid resource allocation during critical situations.
• Act as a key liaison for leadership on sensitive issues, ensuring internal and external messaging remains consistent with the official brand voice while maintaining strict confidentiality.
• Represent On with authority and poise when coordinating with regulatory bodies such as 12315 or the Market Supervision Administration to resolve disputes in a compliant and brand-aligned manner.

• 5+ years of experience in customer service, with at least 2 years specialising in high-level escalation handling, crisis management, or quality assurance.
• Solid grasp of consumer protection regulations (e.g., China Consumer Rights Protection Law, E-commerce Law) and experience in formal dispute resolution or mediation.
• Resilient and composed under pressure, with sharp analytical skills and a customer-first mindset that never compromises on service standards.
• Ability to lead constructive dialogue and make timely, values-aligned decisions under tight deadlines.
• Exceptional attention to detail and high integrity when handling sensitive or confidential customer and legal information.
• Data-driven mindset with the ability to interpret trends and navigate the complex landscape of the China market.
• Proven ability to transform abstract pain points into actionable SOPs.
• Skilled in presenting insights and strategic recommendations to cross-functional teams and senior management through clear, visual reporting.
• High level of empathy, active listening skills, and a genuine passion for customer advocacy.
• Self-driven, curious, and comfortable navigating a fast-paced, dynamic environment with an ownership mindset.
• Professional fluency in spoken and written Chinese and English.

• Background in premium retail or e-commerce is highly preferred.

On is committed to delivering an exceptional, premium service experience that feels personal and welcoming to every customer.