岗位职责
- 负责收集多渠道的客户反馈信息，包括问卷调查、客户访谈、社交媒体和客户支持互动，确保全面了解客户需求和期望；
- 对收集到的客户数据进行分析，识别关键趋势、潜在问题及改进机会，为公司提供有价值的客户洞察；
- 将客户反馈的分析结果整理成报告，定期向相关部门（如电商、产品、服务）进行汇报，推动客户导向的决策制定；
- 协调跨部门团队，推动基于客户反馈的产品优化、服务改进和流程优化，提升客户满意度和忠诚度；
- 监控并分析客户满意度指标（如NPS、NSS、CES），评估客户体验的改善效果。 Collect customer feedback from multiple channels, including surveys, interviews, social media, and customer support interactions, to gain a comprehensive understanding of customer needs and expectations. Analyze collected customer data to identify key trends, potential issues, and improvement opportunities, providing valuable customer insights for the company. Compile analysis results into reports and regularly share them with relevant departments (e.g., e-commerce, product, service) to support customer-centric decision-making. Coordinate cross-functional teams to drive product optimization, service enhancement, and process improvement based on customer feedback, aiming to increase customer satisfaction and loyalty. Monitor and analyze customer satisfaction metrics (such as NPS, NSS, CES) to evaluate the effectiveness of customer experience improvements.
职位要求
- 日语母语水平，或者在日本有长期生活经验，高度熟悉日本本地社媒平台
- 可使用英语或中文开展日常工作沟通、文档处理与业务协作；
- 具有良好的沟通能力和协同能力。 Native-level Japanese proficiency or long-term living experience in Japan, with strong familiarity with local social media platforms. Ability to communicate and collaborate in daily work using English or Chinese, including document handling and business coordination. Strong communication and collaboration skills.
