京津-服务体验专家-天津
天津
社招
全职
职位 ID：A30854
职位描述
1.负责重大及复杂用户投诉的处理与闭环，能够独立开展用户沟通及谈判，协调内部相关资源推动问题解决；针对重大升级、舆情、媒体及其他高风险投诉，及时识别风险并推动妥善处置。 2.负责服务投诉运营及处理质量管理，跟进城市及服务中心客诉处理情况，通过案例复盘、质量抽检、话术审核等方式，持续提升投诉处理质量与效率，并推动投诉处理规范、流程及相关培训落地。 3.分析用户声音及投诉数据，识别重点服务问题，结合典型案例和数据定位问题原因，形成专项分析及改善建议，推动业务团队和服务门店完成问题闭环。 4.推动跨部门服务问题改善，针对高频、重点及复杂服务问题，组织相关团队复盘并制定改善方案，跟进措施落地，从个案解决进一步推动服务流程和机制优化。 5.推动服务中心用户体验标准落地，关注用户接待、等候及服务过程中的关键体验触点，协同相关团队优化服务流程，并支持用户关怀等服务体验项目的落地。
职位要求
1.大专及以上学历，具备汽车行业客户服务、客诉处理或售后服务相关工作经验。 具备重大、复杂客诉实际处理经验，熟悉汽车行业客户投诉处理逻辑，能够独立完成用户沟通、方案协调及投诉谈判。 2.具备较强的用户意识和同理心，能够在高压力、高冲突场景下准确判断用户诉求及风险，并推动问题解决。 3.具备良好的跨部门沟通与资源协调能力，能够联合售后、门店及相关职能团队推动复杂问题闭环。 4.具备一定的数据分析、问题分析及总结汇报能力，能够从投诉案例和用户反馈中识别共性问题，并推动业务改善 【以下经验优先】 1.有新能源汽车品牌重大客诉、服务体验相关工作经验； 2.有成熟汽车品牌客户关系、客户权益或CRM相关工作经验； 3.有汽车售后服务团队管理经验，并实际负责过重大客诉处理。
投递
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.
