岗位职责
负责客服运营调控（排班、预警、资源协调），保障服务稳定性。 处理复杂投诉、升级问题及高价值客户（如黑钻）诉求，闭环解决，提升满意度。 管理核心服务指标（投诉率、满意度、关单率等），每周监控异常并推动改善。 培养团队能力，组织培训、流程宣导，落地服务标准，提升整体服务质量。 推动AI工具在客服场景的应用，提升运营效率。 -Oversee daily operations control (scheduling, early warning, resource coordination) to ensure service stability. -Handle complex complaints, escalations, and high‑value customer (eg: Black Diamond) issues, ensuring full‑cycle resolution and improving satisfaction. -Manage core service metrics (complaint rate, satisfaction, case closure rate, etc.), monitor weekly anomalies, and drive corrective actions. -Build team capabilities through training, process communication, and service standard implementation to elevate overall quality. -Promote the application of AI tools in customer service scenarios to enhance operational efficiency.
职位要求
英语能力：听说读写流利，可作为工作语言（国际业务沟通）。 管理经验：1年以上客服团队管理经验，能基于数据发现问题并驱动改善。 投诉处理：有升级投诉及高价值客户问题处理经验，熟悉客诉全流程。 数据分析：数据敏感度高，能独立完成指标异常归因与整改方案。 学习能力：快速适应流程迭代与系统更新，主动探索优化机会。 - English Proficiency: Fluent in spoken and written English, capable of using it as a working language for international business communication. - Management Experience: 1+ years of experience leading a customer service team, with the ability to identify issues through data and drive improvement. - Complaint Handling: Proven experience in managing escalated complaints and high‑value customer cases, familiar with end‑to‑end complaint processes. - Data Analysis: Strong data sensitivity, able to independently conduct root‑cause analysis on metric anomalies and formulate improvement plans. - Learning Agility: Quick to adapt to process changes and system updates, with a proactive approach to seeking optimization opportunities.
