Xiaomi Technology

小米汽车-服务培训高级经理-售后服务

Xiaomi Technology  •  Onsite  •  7 days ago
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Job Description

小米汽车-服务培训高级经理-售后服务北京社招全职职位 ID:A147591职位描述岗位职责:
1、高端服务能力打造:对标航空公司、五星级酒店服务标准,设计高端服务体验培训体系,提升一线服务顾问的专业度与职业素养;通过礼仪、话术、场景化服务训练,确保团队能够提供媲美高端酒店前台的尊享体验。
2、服务体验提升:负责设计并实施面向一线门店及客服中心的用户体验培训课程,提升服务触点体验,强化用户好感度。提升一线人员的用户沟通技巧、情绪管理与服务细节把控能力;
3、客诉处理能力提升:梳理客诉处理标准化流程,并开发针对性培训课程,提升一线人员的客诉识别、分析及高效解决能力,帮助团队掌握冲突化解、安抚用户情绪等关键技能;
4、培训体系优化与落地:持续收集用户反馈,优化培训内容与方式,确保培训效果可量化、可持续;联合渠道运营、体验管理业务部门进行培训效果评估,确保知识转化率及服务标准执行度。职位要求任职要求
一、专业能力:
1、5年以上高端服务业(如航空、酒店、奢侈品)培训经验,熟悉用户体验优化及客诉处理机制;
2、对高端服务标准(如五星级酒店、头等舱服务)有深刻理解,并能提炼关键要素落地培训。
3、具备独立开发培训课程的能力,熟练运用案例分析、情景模拟等互动式教学方法;
二、核心素质
1、出色的沟通与表达能力,能精准传递服务理念并激发团队学习热情;
2、敏锐的洞察力,能快速发现服务痛点并提出改进方案;
3、擅长处理复杂客诉场景,具备冲突管理经验。
4、熟练制作专业培训课件及数据分析报告。
三、基础要求:
1、学历-本科及以上学历,心理学、企业管理、市场营销、酒店管理等相关专业优先;
2、经验-具备3年以上服务体验培训或高端客户服务管理经验;
四、加分项:
1、具有高端服务业培训资质;
2、曾主导过知名企业服务标准升级项目,或有服务流程SOP设计经验者优先;
3、具备数字化培训工具(如在线学习平台、VR培训等)应用经验; 投递
Xiaomi Technology

About Xiaomi Technology

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company has also established the world’s leading consumer AIoT (AI+IoT) platform,reached 558 million smart devices connected to its platform (excluding smartphones,laptops and tablets) as of September 30 2022. Xiaomi products are present in more than 100 countries and regions around the world. In August 2022, Xiaomi was included in the Fortune Global 500 list for the fourth year in a row, ranking 266th. The company is the fastest-rising Chinese technology conglomerate during the four-year period.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Beijing, CN
Year Founded
2010
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