岗位职责
- System Management: Oversee daily maintenance, configuration, and version updates of customer service systems to ensure stable operations.Improve system efficiency by deploying AI capabilities.
- Requirement Management: Collect and analyze system requirements from CE-Sites, coordinating with product and R&D teams for feature development and optimization.
- Data Analysis: Monitor system performance, analyze usage data, and provide recommendations to improve tool efficiency and user experience.
- Training and Support: Provide system training for the customer service team, develop related manuals and documentation, and offer on-site support when needed. At Keeta, you'll be part of Meituan's ambitious global expansion journey, witnessing the industry's influence extend from China to the world. You'll gain hands-on experience in navigating global markets and broaden your international perspective.
职位要求
- Product and System UnderstandingFamiliar with common customer service, operations, and project management tools (e.g., Zendesk, Salesforce, Jira, Feishu, WeCom, ServiceNow, etc.)Able to understand tool logic, core functions, configuration methods, and permission management mechanismsKnowledge and understanding of AI concepts and applications
- Data AnalysisProficient in SQL, and data visualization tools (e.g., Looker Studio, Power BI)Capable of interpreting event tracking data, logs, and reports to analyze tool performance and suggest improvements
- Process Design and OptimizationSkilled in mapping and analyzing business processes, and proposing tool-based improvementsFamiliar with automation thinking and process engines (e.g., N8N, Zapier, Alibaba Cloud RPA, etc.)
- Cross-functional Communication and Project ManagementStrong ability to communicate with product managers, engineers, customer service teams, and business stakeholdersKnowledge of basic project management (e.g., timeline planning, backlog management, milestone tracking)
- Tool Training and AdoptionExperience in promoting and training users on new toolsCapable of creating training materials, SOPs, and FAQs
- User Experience and Feedback LoopSkilled at collecting frontline user feedback and turning pain points into actionable solutionsFamiliar with basic user research or survey design
- System Configuration and Permission ManagementHands-on experience with tool configuration, such as setting up IVR flows, ticket routing rules, or custom fieldsUnderstands user account systems and access control mechanisms
