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Open nowPosted 113 days ago

投诉处理专员

soulapp/index58 open roles

Where
Shanghai, Chinese Mainland
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Your applicationOpen now投诉处理专员soulapp/index · 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 soulapp/index's own form.

The reply lands in your private mailbox

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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 113 days ago

The posting

1.投诉受理与处理 (1) 负责全渠道(在线、电话、邮件、外部投诉平台等)用户投诉的接受、记录,分类及处理 (2) 依据公司流程对投诉问题进行深入处理,协调跨部门资源(如风控、审核运营、技术等)推动问题解决 (3) 可独立完成高危投诉问题,确保投诉在规定时效内闭环,提升用户满意度 2.数据分析与改进 (1) 定期汇总投诉数据,可根据数据情况输出《投诉分析报告》。 (2) 质检团队成员通话录音,提出流程优化建议及成员问题,推动服务及质量改进。 3.高危投诉与升级处理 (1) 处理重大投诉或群体性投诉事件,及时上报管理层并启动应急预害吴,降低品牌声誉风险 (2) 处理监管机构(如消保、市监)投诉单,准确、及时撰写情况说明,确保无误传达和执行 4.标准与培训 (1) 参与制定/修订《投诉处理SOP》及话术手册,确保符合平台规则及行业法规 (2) 可对团队进行投诉处理技巧、情绪管理等培训。

1.大专及以上学历,有中高危重大投诉处理经验; 2.有二线投诉处理经验,逻辑性强,能有效地发现问题,解决问题, 3.具有较强的口头沟通能力,熟练使用办公软件,具备客诉数据分析能力。 核心素质 1.抗压能力:能冷静处理情绪化投诉,具备冲突调解技巧。 2.逻辑分析:通过投诉表象定位根本原因,提出长效解决方案。 有互联网投诉处理经验优先

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