该职位来源于猎聘 1.
客户服务体验提升:基于企业规划与市场洞察,明确关键目标,制定客户体验优化路线图。统筹优化与消费者直接或间接接触的所有服务环节。对售前咨询、物流体验、售后支持等体验进行持续优化改进。 2. 多渠道服务管理:对自己所负责的服务渠道(包括但不限于官网、品牌旗舰店等)开展团队建设,标准制定,工具优化,质量监督等管理工作,以期达到关键绩效指标。 3. 客户投诉处理体系的优化:分类整理客诉事件、特殊案例及政府相关投诉,分级处理,保证问题高效响应与解决。 4. 客服服务商培训与考核:定期开展服务商培训和考核,内容涵盖品牌价值观、产品知识、问答标准及服务规范等。 5. 智能客服迭代和升级:紧跟AI最前沿知识,确定智能客服的核心职能,设计机器人的服务流程,不断迭代和更新,确保机器人准确高效的提供服务。 6. 知识库管理与内容优化:主导构建覆盖全业务场景的知识库,包括产品、政策、FAQ等,并持续优化相关内容,保持知识库内容更新的及时性。 7. 公司安排的其他事宜
- Customer Service Experience Enhancement Develop customer experience optimization roadmaps based on corporate strategies and market insights. Systematically optimize service touchpoints across pre-sales consultations, logistics, and post-sales support to ensure seamless customer journeys.
- Multi-Channel Service Management Lead team building, standardize operational processes, optimize tools, and enforce quality supervision for service channels (e.g., official websites, brand flagship stores) to meet KPIs.
- Complaint Handling System Optimization Classify and prioritize customer complaints (including special cases and regulatory-related issues), implement tiered response mechanisms, and ensure efficient resolution.
- Third-Party Service Provider Training & Evaluation Conduct regular training and performance assessments for outsourced service providers, covering brand values, product knowledge, response protocols, and service standards.
- AI-Powered Chatbot Iteration Stay updated with AI advancements, define core functions of intelligent customer service systems, design service workflows, and continuously refine bot accuracy and efficiency.
- Knowledge Base Management Build and maintain a comprehensive knowledge base covering products, policies, FAQs, and real-time updates to ensure seamless service delivery.
- Additional Corporate Assignments Execute other tasks assigned by the company. REQUIRED EXPERIENCES AND SKILLS -Well-known to bringing content from overseas to China. -Leadership and entrepreneurial skills with a collaborative approach
- Energetic and reliable with excellent problem-solving skills. -3+ years of experience on both strategic and day to day operational level in an international environment. -Excellent oral and written communication skills in both English and Chinese. -Bachelor's degree or above is preferred