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Open nowPosted 9 days ago

客户服务主管（话术方向）

xiaopeng/index1,586 open roles

Where
Guangzhou, Guangdong, Chinese Mainland
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Your applicationOpen now客户服务主管（话术方向）xiaopeng/index · Guangzhou, Guangdong, 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 xiaopeng/index'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.

12.1% of postings close within 7 days. Measured by our own scanner across the market. xiaopeng/index postings stay open a median of 1 days.

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 9 days ago

xiaopeng/index median: 1 days open

The posting

1、服务话术方案建设：熟悉小鹏汽车全业务流程、产品特性及用户核心痛点，负责客服团队全场景服务沟通话术、服务方案的设计、撰写，覆盖全服务链路，保障话术规范性、统一性、有效性； 2、协同对齐：与公司及内部各团队协作，确保话术与产品知识、政策法规、内部 SOP保持 一致； 3、数据效果复盘与优化：基于NPS /等团队核心体验数据，定期开展话术效果复盘分析，精准定位话术漏洞、沟通短板与用户体验问题，输出可落地的话术迭代优化方案； 4、话术资产沉淀与培训转化：迭代输出服务SOP标准案例库，助力团队服务能力标准化、规模化提升，推动话术落地转化； 5、行业对标与创新优化：定期输出行业对标分析报告与话术优化建议，持续提升品牌服务话术竞争力与用户感知体验； 6、AI工具场景落地应用：主导探索话术撰写大模型等智能化工具在客服话术场景的落地应用，结合业务痛点优化AI辅助沟通体系，赋能服务高效、高质量完成服务方案制定。

任职要求 1. 本科及以上学历，新闻、汉语言文学等相关专业优先，综合素质优秀者可放宽； 2. 具备2年及以上服务中心话术设计、服务方案搭建相关工作经验； 3. 扎实的文字功底与内容创作能力，擅长打磨专业严谨、有温度、贴合用户语境的服务话术，兼顾规范性与用户体验； 4. 良好的数据敏感度与复盘思维，可依托团队核心数据，精准拆解问题、定位短板，输出针对性的话术优化与服务提升方案； 5. 逻辑清晰、责任心强，具备优秀的跨部门协同沟通能力、内容沉淀能力，熟悉客服服务流程与SOP体系； 6. 有AI工具落地、智能话术体系搭建、服务培训体系搭建经验者优先。

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