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Open nowPosted 876 days ago

海外客诉专员/专家

arashivision/social260 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now海外客诉专员/专家arashivision/social · Shenzhen, Guangdong, Chinese Mainland

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on arashivision/social's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. arashivision/social postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 876 days ago

arashivision/social median: 2 days open

The posting

1、接收并处理全球范围内的多渠道客诉风险问题，熟练掌握产品知识，拥有响应、核查、到方案沟通全流程闭环能力，根据事件风险变化、用户诉求等情景变化，灵活制定沟通策略，通过邮件、电话、视频或线上访谈与客户深度沟通，与用户达成和解，提升客户体验与品牌信任。 2、能从大量客户投诉中提炼用户真实痛点，具备行业数据/趋势洞察能力，能提前发现小范围、苗头性问题，预警可能扩大的风险并制定处置策略，让风险事件平稳落地。 3、主动识别产品、营销、售后流程、服务政策等环节的漏洞与改进点，完成个案复盘与批量投诉数据分析，输出问题记录与可落地的优化建议材料，与产品、运营、维修、销售等相关部门对接，跟踪整改进度，确保措施有效执行。 4、定期汇总客诉数据、风险案例，可独立输出处置规与数据分析，定位真实根因，支撑上级做汇总分析与决策。 5、沉淀优化客诉沟通话术与处置思路，主导建立高风险客诉案例库及VOC专项，通过赋能内外部门，实现提升服务质量及用户体验的目标。 6、主导或参与推动团队持续改进专项，完成上级安排的其他相关工作。

1、本科及以上学历，2年以上客户服务、客诉处理、售后纠纷处理相关经验，具备多渠道客诉与高风险升级处理经验者优先。 2、英语能力达成六级及以上（可作为工作语言），具备流利英文口语能力，能够与国际客户进行专业沟通，具备海外工作/留学经验及日韩小语种能力者优先。 3、具备较强风险敏感度，能够预判服务过程中的风险，了解海外消费者权益保护法，海外消协运作机制，能够在多文化环境中与不同地区的同事与客户有效沟通。 4、具备良好抗压能力及情绪管理能力，极强的用户同理心，能够站在用户角度思考问题并有效管理多协作方，协同相关方推进解决用户问题，维护公司口碑及利益。

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