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Open nowPosted 40 days ago

【27届校招】服务体验运营

poizon/578078163 open roles

Where
Shanghai, Chinese Mainland
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Your applicationOpen now【27届校招】服务体验运营poizon/578078 · Shanghai, 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 poizon/578078'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.

12.3% 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. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 40 days ago

The posting

1、服务策略设计与落地：将判责、赔付、退换货、审核等服务规则转化为 AI 机器人话术、人工 SOP 和业务流程，并持续运营优化。 2、AI 与人工协同设计：设计"什么场景 AI 直接解决、什么场景转人工"的分流策略与转人工机制，配合建设机器人、IM 托管、智能外呼等 AI 服务能力。 3、服务能力建设：建设与维护客服知识库、工单流转规则、审核及操作能力，完善客服工作台与座席辅助工具。 4、体验数据分析与优化：跟踪服务费力度、72小时解决率、同问题重复进线率、总解决时长、催单率、一线升级率等核心指标，定位体验问题并推动改进落地。 5、风险管控：对规则、策略、系统和 AI 能力可能引发的用户投诉、舆情、赔付风险进行前置评估与兜底管控。 6、跨团队协同：与业务团队、体验运营、服务交付、产研团队协作，推动问题从发现到解决的闭环。

1、27届毕业生，本科及以上学历，电子商务、心理学类、市场营销、电子商务专业优先； 2、对电商行业有热情，具备良好的逻辑思维和结构化表达能力 2、具备智能和AI的基础知识，了解 AI 运行的底层逻辑 3、有较强的数据分析意识，能使用 Excel（会 SQL/Python 更佳） 4、责任心强，有闭环思维，能推动问题从发现到解决 5、对用户体验、服务体验有自己独到的观察和思考

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