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Open nowPosted 39 days ago

舆情客诉处置专家

dcar/referral674 open roles

Where
Chongqing, Chinese Mainland
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Your applicationOpen now舆情客诉处置专家dcar/referral · Chongqing, Chinese Mainland
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12.1% 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. 4.5%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 39 days ago

The posting

1、独立负责全渠道重大客诉、舆情外溢类疑难案件的处置工作,直面维权客户沟通斡旋、情绪安抚、矛盾化解,阻止舆情持续扩散。根据案件实际情况采取不同的处置方案,减少事件负面影响; 2、运用谈判技巧推进案件收尾,引导客户自主删帖、下架负面内容、终止传播,实现口碑修复; 3、牵头处理重担/群体性客诉事件,制定应急方案,协调跨部门资源推动问题解决,降低负面影响; 4、负责台账整理、数据统计、案例复盘,沉淀谈判方法论与处置经验,输出可复用的谈判策略、风险规避要点,持续优化团队处置标准; 5、持续打磨谈判能力,独立处理高对抗、高诉求、高敏感舆情纠纷案件; 6、跨部门协作联动公关、法务、业务等部门,对可能引发公关危机的投诉提前预警并协同应对。

1、有3-8年重大客诉、舆情处置经验,能独立处理舆情外溢案件; 2、有二手车/主机厂客诉处置经验者优先;有负责二手车,如长里程/长车龄、事故车维修方案经验优先; 3、软素质:谈判与情绪控制能力、抗压能力、跨部门协作能力,能接受突发案件加急处理。

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