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Open nowPosted 160 days ago

客户体验工程师（挽单方向）

xtool/index90 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now客户体验工程师（挽单方向）xtool/index · Shenzhen, 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 xtool/index's own form.

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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. xtool/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. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 160 days ago

xtool/index median: 1 days open

The posting

【岗位介绍/使命】 这不是一个传统的“解答问题”的客服岗位，而是直接为公司守护千万级营收的“利润捍卫者”。你将处于处理客户退换货意愿的最前线，通过敏锐的商业嗅觉、专业的谈判技巧和同理心，将流失危机转化为留存机会。在这里，你的每一个成功案例都在直接贡献公司利润，并有机会参与搭建行业领先的智能化退换货处理流程。 【核心职责】 1. 一线挽单与退货拦截： - 负责处理海外用户的退换货工单（主要通过 Zendesk、邮件或在线Chat等渠道），快速准确地判断用户真实退货诉求（如：操作门槛、机器故障、竞品对比、冲动消费等）。 - 针对不同用户画像和痛点，灵活运用组合策略（如：局部退款、耗材/配件礼赠、延长保修等）进行定制化谈判，达成挽单目标。 2. 高价值产品/服务转化 ： - 在挽单沟通及日常疑难问题处理中，寻找合适的切入点，向用户精准推介并转化 xTool Care 等增值保障服务，将退换货危机转化为生态复购机会。 3. 沉淀 VOC 与流程优化： - 严格执行工单标签规范，将用户退换货的深层原因准确录入系统，为底层的 VOC 数据池提供高质量的一手输入。 - 提炼日常成功或失败的挽单案例，配合团队完善标准化挽单 SOP 话术库及策略矩阵。

【任职要求】 1. 经验背景（满足其一即可）： - 销售背景： 1-3年 B2C 海外销售、电话销售、客户成功（Customer Success）或留存（Retention）经验，有极强的目标导向和“逼单”能力。 - 客服背景： 1-3年 高阶客服经验，曾专门负责处理升级客诉（Escalation）、VIP 客户维护或危机公关，熟悉海外消费者的维权心理。 2. 语言能力： 英语可作为工作语言。具备优秀的英文书面沟通能力，能写出地道、有共情力且逻辑严密的沟通邮件（具备英语口语连线能力者优先考虑）。 3. 商业敏锐度： 具备 ROI 思维，能够在公司成本（逆向物流、折旧损失）与客户满意度之间找到最优解，而不是无底线让利。 4. 学习与抗压能力： 硬件产品（激光雕刻机、桌面创造力工具等）具有一定的技术门槛，需具备较强的学习能力，能快速理解产品核心参数和常见故障；心理承受能力强，能妥善处理夜班时段的客户负面情绪。 5. 排班要求： 能够接受长期夜班/错峰排班工作制。 【加分项】 - 熟悉 Zendesk、Shopify 等主流海外客服与电商系统。 - 对创客文化、DIY、3D打印或激光雕刻有一定了解或兴趣。 - 有跨境电商 3C 类目或智能硬件退换货挽留经验。 【考核指标 (KPI 指引)】 - 核心指标： 挽回成功率 (%)、挽回总金额 (Revenue Saved)。 - 辅助指标： 单均挽回成本 (Cost per Save)、工单处理时效 (SLA)、工单质检合格率。

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