Bambu Lab

海外升级投诉组长

Bambu Lab  •  Onsite  •  3 months ago
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Job Description

海外升级投诉组长武汉全职客户关系热招职位职位描述1、团队管理与排班保障
负责海外升级投诉小组日常管理(排班/绩效/培训/质检),覆盖多时区业务需求,确保人力与产能匹配。
建立并执行分层处理机制(L1/L2/L3)、案件分流与协作规则,提升首响与结案效率。
2、升级投诉闭环处理(核心)
主导处理高风险、高影响升级投诉(如舆情/重大客诉/高金额赔付/监管敏感/VIP客户),制定处置方案并跟进闭环。
严格遵守SLA与服务标准,推动跨部门资源协同,确保“定责—解决—补偿/安抚—复盘”完整闭环。
3、跨部门与跨区域协同
作为海外前线与总部之间的沟通枢纽,协调产品、运营、物流/履约、支付、风控、法务、公关等团队快速定位问题与推进解决。
建立区域(国家/站点)升级投诉对接机制,统一口径与处理标准,降低重复沟通成本。
4、风险识别与危机预警
识别投诉中的合规/监管/安全风险(如隐私数据、欺诈、歧视、威胁性言论等),按流程升级至风控/法务/安全团队。
对可能引发媒体曝光或集中爆发的问题进行预警,推动应急预案执行。
5、数据分析与持续改进
监控核心指标:升级率、重复投诉率、SLA达成率、一次解决率、赔付金额、NPS/CSAT、负面舆情触发等。
输出周/月度复盘报告(VOC/根因分析RCA/改进项),推动流程优化、产品修复、规则迭代,降低结构性投诉。
6、知识库与标准化建设
建立升级投诉话术/模板/判责规则/赔付标准/案例库,提升处理一致性与团队能力。
组织常态化培训与演练(危机沟通、谈判技巧、跨文化沟通、合规要求等)。职位要求经验背景
1、3年以上客户服务/投诉处理/运营支持经验,其中至少1年以上升级投诉(Escalation)或重大客诉处理经验。
2、有团队管理经验(带教、排班、绩效、质检)者优先。 投递
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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