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Open nowPosted 65 days ago

售后客户服务运营经理-澳新

xiaopeng/963247253 open roles

Where
Guangzhou, Guangdong, Chinese Mainland
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Your applicationOpen now售后客户服务运营经理-澳新xiaopeng/963247 · Guangzhou, Guangdong, Chinese Mainland

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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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. 2.0%1 day
  2. 4.3%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 65 days ago

The posting

核心工作职责 负责澳新区域售后核心专项运营管理，聚焦道路救援、呼叫中心、客诉舆情、售后服务活动四大核心板块，统筹区域售后全流程标准化运营与体验提升，核心工作如下： 道路救援管理：统筹澳新区域道路救援服务商整体运营，覆盖拖车、搭电、换胎、紧急送油、偏远地区应急救援等全场景服务。严格管控服务商响应时效、全域服务覆盖范围与标准化服务流程，定期开展绩效考评、服务整改及优胜汰换，独立处理重大救援升级及突发应急事件，保障车主救援体验，维护品牌本地服务口碑。 呼叫中心运营：负责澳新区域售后呼叫中心及线上客服全域运营，统筹客户售后咨询、维保预约、用车求助、售后报备的全流程闭环管理。结合澳新本地用户服务习惯，持续优化客服沟通话术、接听标准及工单流转机制，有效提升进线响应效率与问题一次解决率，杜绝工单积压、超期未闭环等服务问题。 NPS与客诉治理：搭建澳新区域标准化客户满意度（NPS）监控体系，常态化复盘客户评价、差评反馈及各类服务短板，落地针对性服务优化方案。全权统筹区域重大、复杂升级客诉，联动经销商、服务商及总部资源快速闭环解决，规避舆情风险与品牌负面影响，持续提升区域整体售后NPS分值与服务口碑。 售后活动与终端赋能：聚焦澳新终端售后增量运营与服务标准化落地，统筹经销商各类售后营销及服务专项活动，涵盖维保套餐、车辆延保、增值服务推广及季节性车主关怀活动。严格督导门店服务SOP、客户接待、维修品质与交付标准统一落地，通过常态化终端赋能、过程稽核与绩效复盘，打造服务标杆，提升区域经销商售后营收能力、客户留存率与全网服务一致性。

1. 本科及以上学历，汽车、机械、工商管理相关专业优先； 2. 2年以上区域售后专项管理经验，熟悉经销商终端运营； 3. 具备成熟的道路救援、呼叫中心、客诉NPS、售后活动专项操盘经验，有海外汽车售后区域运营经验者优先； 4. 熟悉海外汽车售后市场规则、本地用户消费习惯、服务体系及行业合规标准； 5. 英语流利，可独立对接海外本地服务商、经销商、终端客户及总部团队，沟通高效专业； 6. 具备优秀的跨区域、跨部门协调能力与问题攻坚能力，能接受出差。

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