Bambu Lab

服务运营-培训方向

Bambu Lab  •  Shenzhen, CN (Onsite)  •  2 months ago
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Job Description

服务运营-培训方向ShenzhenResponsibilities1. 深度理解客服业务场景(工单/IM/电话/外呼等),对接各个服务渠道,梳理需求和痛点,提供基础培训体系,包括不限于入职培训、岗中培训、专项培训等,维护讲师资源池,并通过相关的培训考试系统落地管控效果。
2. 联动各个业务团队负责人,通过岗位成长路径分析和需求洞察,设计服务中心的岗位认证体系,保障岗位人员符合对应发展阶段的要求,牵引团队整体进阶。
3. 构建通用的服务质量标准,监督稽查质检结果。与质检团队密切协作,从质检维度挖掘人员能力提升点,牵引服务团队为用户提供更佳的服务体验。
4. 支撑外部合作伙伴的培训赋能体系搭建。
5. 建立培训效果追踪机制,通过考核、满意度调研、业务指标对比等方式评估培训成效,实现“培训-应用-效果评估-优化”的闭环管理。
6. 协同知识管理团队,确保培训内容与知识库文章、业务流程同步更新,推动关键知识有效沉淀与高效复用。Qualifications1. 1年以上相关工作经验,英语6级以上,深耕过客服中心的整体培训体系建设工作。
2. 熟悉客服业务指标及各个服务渠道特点,具备内部外用户体验意识。
3. 具备业务流程的洞察力和产品特性的理解力:能挖掘业务流程痛点和卡点,与一线客服团队形成良好互动。
4. 具备一定的数据分析能力,能够从质检数据、一线/客户声音中发现问题根源,并推动培训改进形成闭环。 Apply
Bambu Lab

About Bambu Lab

Bambu Lab is a consumer tech company focusing on desktop 3D printers. Its state-of-the-art 3D printers offer a feature-rich first-class experience for a global community of 3D printing makers, aiming to break the barriers between the digital and physical worlds and bring creativity to a whole new level. Bambu Lab sells its 3D printers, filaments, and accessories on its official website, serving customers across 30+ countries.

Our Team

Our story started with the gathering of a team of 3D printing fans, who are also expert engineers in robotics, artificial intelligence, materials science, and internet industries. Our team is experienced in building high-tech products that bring positive impacts to the world. From the start, we have been dedicated to making cutting-edge technology affordable with advanced know-how and high production quality. We see ourselves as part of the ecosystem and are delighted to learn from and share knowledge with the 3D printing community. Our team's passion lies also in the commitment to creating the next generation of eco-friendly 3D printers - pushing the industry toward a future with a much lower carbon-footprint.

Industry
Hardware & Semiconductors
Company Size
51-200 employees
Headquarters
深圳市, CN
Year Founded
2020
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