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Open nowPosted 423 days ago

海外升级投诉组长

bambulab/experienced383 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now海外升级投诉组长bambulab/experienced · 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 bambulab/experienced's own form.

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3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 423 days ago

The posting

1、负责投诉团队日常管理，包括排班、任务分配及效能监控，确保达成响应时效、解决率及满意度目标； 2、主导重大投诉、舆情危机及服务事故处理，统筹法务、公关、业务等部门制定谈判方案与补偿策略； 3、深入应对海外消协及潜在小额诉讼风险，利用海外消费者权益法、隐私政策等知识，在高额索赔及复杂争议中建立专业应对红线，确保风险可控； 4、基于历史案例沉淀可复用的应对机制和方法论，逐渐减少各方资源投入，使投诉组能够快速、准确的自闭环。 5、基于VOC与投诉数据深度溯源产品缺陷、流程漏洞或政策冲突，推动业务方进行系统性优化，从源头减少重复投诉并提升产品合规性； 6、搭建升级投诉知识库，组织复杂场景谈判技巧培训，沉淀典型案例与SOP，强化一线客服的风险意识并降低问题升级率。

1、本科及以上学历，具备5年以上海外客服经验，或2年以上海外升级投诉/危机应对经验，有智能硬件或跨境电商背景优先。 2、具备较高的业务灵敏度，对海外消费者权益保护法、GDPR、海外消协运作机制及小额诉讼流程有清晰认知和处理思路。 3、英语沟通能力出色（可作为工作语言），熟悉跨境服务流程、工具及海外法规。 4、具备专家级投诉处理能力，擅长团队目标管理与跨部门协同；数据敏感度高，能通过投诉分析驱动业务改进。 5、具备出色的风险预判力，责任心强，能适应快节奏、多文化背景及不同时区工作的挑战。

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