XPENG

海外客服管理与赋能资深经理

XPENG  •  Onsite  •  2 months ago
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Job Description

海外客服管理与赋能资深经理广州全职海外业务板块职位描述1、负责管理海外客服BPO服务交付,提供日常支持和改善方案,监督并进行KPI绩效管理;
2、负责梳理并制定海外客户服务流程,服务标准、客服话术等,以用户服务体验为导向,提升海外客户满意度;
3、 与其他支持团队协作,提升海外客服团队能力,通过培训、质检等赋能客服团队,不断提升客服团队的运营质量与效率;
4、进行海外多语言知识库搭建与动态更新,确保海外团队获取信息的准确性与便捷性;开发「智能服务助手」工具包,赋能一线团队首解率提升;
5、负责海外产品VOC的收集、问题对接与跟进,协同专业团队制定应对话术及解决方案;
6、支持OTA 内部测试的招募流程,推动与各国家团队就OTA内公测安排及问题的沟通协作,及时处理并闭环各类技术及流程问题,确保用户信息被准确传达并推动相关产品的迭代改善,提升满意度。职位要求1、强烈的责任心与风险意识,具备敏锐的舆情洞察与危机预警能力;
2、具备较强的项目管理能力和跨部门推动力,能在复杂环境中协调多方资源
3、5 年以上客服管理经验,有海外客服管理经验者优先;
4、熟悉多语言客服体系搭建,对客服核心 KPI 有深入理解与实践经验;
5、英语必须作为主要工作语言,具备优秀的英文书面与口语沟通能力,能够无障碍主持并参与英文会议 投递
XPENG

About XPENG

XPeng is a leading Chinese Smart EV company that designs, develops, manufactures, and markets Smart EVs that appeal to the large and growing base of technology-savvy middle-class consumers. Its mission is to drive Smart EV transformation with technology and data, shaping the mobility experience of the future. In order to optimize its customers’ mobility experience, XPeng develops in-house its full-stack advanced driver-assistance system technology and in-car intelligent operating system, as well as core vehicle systems including powertrain and the electrical/electronic architecture. XPeng is headquartered in Guangzhou, China. In 2021, the Company established its European headquarters in Amsterdam, along with other dedicated offices in Copenhagen, Munich, Oslo, and Stockholm.The Company’s Smart EVs are mainly manufactured at its plant in Zhaoqing and Guangzhou,Guangdong province.

For more information, please visit https://heyxpeng.com.

Industry
Automotive & Mobility
Company Size
1,001-5,000 employees
Headquarters
Guangzhou, CN
Year Founded
2014
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