Cider

用户体验官

Cider  •  Onsite  •  1 month ago
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Job Description

用户体验官广州全职互联网 / 电子 / 网游职位描述1. 优化客服流程
-全面梳理并持续优化客服全流程(售前咨询-售后服务-客诉处理),建立并持续优化标准化作业规范
-推动AI客服/RPA等智能工具落地,提升用户咨询处理效率
-建立不满意客户回访机制,通过电话/问卷等方式收集深度反馈
2. 用户体验提升
-建立CSAT(客户满意度)和NPS(净推荐值)等关键指标监测体系,制定提升目标计划
-深度分析VOC数据,识别产品、物流、售后等环节痛点,推动改善方案实施,提升用户满意度和品牌美誉度
-设计不满意客户挽回方案,通过差异化服务补救和全流程跟踪,有效转化并重塑客户体验
3. 跨部门协作
-建立跨部门协作机制,联动产品、供应链、技术团队推进体验优化项目
-定期输出《用户体验分析报告》,为管理层决策提供数据支持职位要求1. 1年以上电商/零售行业客服运营、用户体验或数据分析相关经验;
2. 有客服流程优化经验,曾主导或参与CSAT/NPS提升项目;
3. 熟练使用Excel等数据分析工具,具备基础SQL能力者优先;
4. 优秀的跨部门沟通协调能力,具备推动问题解决的能力;
5. 对用户体验敏感,具备服务设计思维;
6. 学习能力强,能快速掌握新工具和新方法,可以接受优秀应届毕业生,或者实习转正。 投递
Cider

About Cider

Beloved by young trendsetters and celebrities worldwide, Cider stands as one of the fastest-growing fashion brands today, with a following exceeding 7 million. Founded in 2020 and rooted in Los Angeles, we proudly serve customers in over 130 countries, offering a diverse range of styles from sizes XXS to 4XL. With our innovative smart fashion technology, Cider is leading the way towards a zero-inventory future, minimizing production waste without compromising quality. Our unique "Pick A Mood" collections transform everyday moods into captivating style statements, are capturing the attention of the next generation.

Industry
Fashion & Apparel
Company Size
51-200 employees
Headquarters
Los Angeles
Year Founded
2020
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