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Open nowPosted 3 days ago

客诉主管-2026

leoao-inc/index142 open roles

Where
Hangzhou, Zhejiang, Chinese Mainland
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Your applicationOpen now客诉主管-2026leoao-inc/index · Hangzhou, Zhejiang, 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 leoao-inc/index's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

14.0% of postings close within 7 days. Measured by our own scanner across the market. leoao-inc/index postings stay open a median of 5 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 14.0%7 days
  4. 22.5%14 days
  5. 38.3%30 days
  6. 59.0%60 days
This job: posted 3 days ago

leoao-inc/index median: 5 days open

The posting

岗位职责： 1. 团队管理与效能提升：负责自营及外包客诉团队的日常管理与统筹工作。制定并优化外包团队的服务标准与质检规范，确保自营与外包团队在服务体验上的一致性，提升团队整体处理效率。 2. 投诉分层与流程优化：建立并完善客诉分层管理机制。根据投诉的性质、风险等级及影响范围，对案件进行精细化分级，合理分配处理资源，确保常规案件高效流转，风险案件及时预警。 3. 重大疑难案件攻坚：介入并主导重大、疑难、高风险投诉案件的处理，妥善解决复杂矛盾，实现案件的闭环与完结，降低公司损失。 4. 舆情监测与风险防控：建立外部舆情监测机制，实时关注社交媒体、黑猫投诉等外部渠道的舆情动态。对潜在的舆情风险进行识别与研判，协同公关/法务部门制定应对策略，防止事态升级。 5. 政府协同与监管对接：负责与多地消协、市监局等政府监管部门保持良好沟通与协同。妥善处理转办案件，配合监管部门的调查与调解工作，维护公司在监管部门的良好形象。 6. 数据分析与改进建议：定期输出客诉分析报告，从投诉数据中挖掘产品、服务或流程中的痛点，向业务部门提出改进建议，推动源头治理，降低投诉率。

岗位要求： 1. 具备3年以上客户服务或投诉处理经验，其中1年以上团队管理经验，有管理外包团队经验者优先。 2. 精通客诉处理流程，具备优秀的危机公关意识和突发事件处理能力。熟悉消费者权益保护法及相关行政法规，有对接政府监管部门（如12345、市监局）的实战经验。 3. 具备极强的抗压能力和情绪管理能力，优秀的逻辑思维与沟通协调能力，善于跨部门协作。有数据敏感度，能通过数据发现问题并驱动业务改进。 4. 有出行、酒店、家政等线下服务经验者优先。

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