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Open nowPosted 520 days ago

国内电商客服负责人

bambulab/experienced383 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now国内电商客服负责人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.

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.

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 520 days ago

The posting

岗位职责 1、电商服务体系搭建与运营管理 负责公司国内电商渠道整体服务运营管理，包括但不限于京东、抖音、拼多多、小红书等平台； 统筹售前咨询、订单跟进、售后处理等服务场景，确保各渠道服务稳定运行； 搭建并持续优化服务组织架构、岗位分工、排班机制及运营流程，提升服务承接能力与协同效率； 结合业务节奏、大促节点、活动规划制定服务保障方案，做好人力、现场、应急资源统筹。 2、团队管理与人才建设 负责电商服务团队管理，包括招聘、培训、绩效、激励、排班、人才梯队建设等； 建立服务团队管理规范和文化机制，提升团队执行力、稳定性与服务意识； 搭建基层管理干部培养体系，提升组长带队能力； 管理服务外包团队或供应商（如有），制定服务标准、考核机制及合作优化方案，确保交付质量达成。 3、服务标准与质量管理 建立并持续优化客服服务流程、服务标准、话术规范、升级机制与质检体系； 监控并管理服务质量、服务效率和客户反馈，推动服务问题闭环； 建立针对响应时效、销售转化、满意度、差评率、中差评、店铺星级等指标的运营监控机制； 针对高频问题、典型投诉、平台考核扣分项等开展专项改善，持续提升平台服务表现及客户体验。 4、跨部门协同与项目推动 与电商运营、商品、营销、仓储物流、售后、产品、技术、法务等团队协同，推动服务闭环优化； 参与平台大促、新品上线、营销活动、规则调整等项目，提前识别并规避服务风险； 作为服务负责人代表，推动跨部门对服务痛点、流程瓶颈和客户体验问题进行专项改善； 承接公司级客户体验优化项目，推动服务能力支撑业务增长。 5、客户体验与VOC管理 搭建客户声音（VOC）收集、分析与反馈机制，识别客户痛点和服务短板； 基于客户反馈、服务数据、投诉数据、平台评价等，输出体验洞察与改进建议； 推动商品、履约、仓配、售后、系统、页面信息等环节优化，提升客户全链路体验； 结合平台规则与品牌定位，完善客户体验管理机制，提升客户满意度、复购率和品牌口碑。 6、系统与流程优化 推动客服系统、工单系统、知识库、智能客服、机器人等工具的建设和优化； 提升知识管理、服务协同、自助服务及智能化能力，赋能团队效率提升； 联动产品/技术团队推动服务数字化建设，提升服务流程标准化与自动化水平；

基本要求 1、本科及以上学历，专业不限； 2、5年以上国内电商客服/服务运营相关工作经验，3年以上团队管理经验； 3、有电商平台服务管理经验，熟悉天猫、京东、抖音、拼多多等主流平台规则及服务考核机制； 4、有完整的售前、售中、售后、投诉处理及平台运营协同经验。 经验要求 1、有较大规模电商服务团队管理经验，具备自建团队管理经验； 2、熟悉客服运营管理、服务质量管理、培训体系、排班管理、绩效管理等； 3、有客户体验优化、VOC管理、投诉升级处理、跨部门协同项目推动经验； 4、有服务流程优化、系统建设、知识库搭建、智能客服/机器人项目经验者优先； 5、有电器、3C、硬件科技等行业经验者优先。

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