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Open nowPosted 14 days ago

平台客服交付运营 - 抖音电商

ByteDance19,209 open roles

Where
Beijing, Chinese Mainland
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Your applicationOpen now平台客服交付运营 - 抖音电商ByteDance · Beijing, 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 ByteDance'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.

12.1% of postings close within 7 days. Measured by our own scanner across the market. ByteDance postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 14 days ago

ByteDance median: 2 days open

The posting

团队介绍：抖音电商以“总能发现好东西”为主张，致力于成为用户发现丰富好物的首选平台。众多抖音创作者通过短视频、直播、商城等丰富的形式，给用户提供更个性化、更生动、更高效的消费体验。同时，抖音电商积极引入优质合作伙伴，为商家变现提供多元的选择。

1、交付管理：负责客服团队日常排班、出勤、现场纪律和任务分配，确保人员配置与业务量匹配，保障项目稳定交付； 2、指标达成：持续跟踪接通率、响应时长、一次解决率、满意度、质检合格率、投诉率及人效等核心指标，识别偏差并推动改善； 3、服务质量：执行服务标准、话术规范和业务流程，组织录音及会话抽检，对高频问题、服务风险和典型案例进行复盘； 4、团队辅导：负责客服人员的带教、业务培训、绩效沟通和能力提升，帮助团队成员改善服务技巧与问题解决能力； 5、异常处理：及时处理升级投诉、舆情风险、系统故障、订单异常和突发业务波动，按机制升级并跟进至闭环。

1、具备3年以上电商客服团队管理或现场督导经验，有平台型电商、品牌电商或客服外包项目经验者优先； 2、熟悉售前咨询、订单处理、物流跟进、退款退货、客户投诉处理等电商客服业务流程； 3、具备数据意识，能使用工具完成基础数据统计、指标分析和报表输出； 4、具备较强的现场管理、沟通协调和问题解决能力，能够在业务高峰和突发情况下快速判断并推动处理。

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