NIO

用户客诉处理专家

NIO  •  Onsite  •  18 days ago
Expired
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Job Description

用户客诉处理专家合肥社招全职用户与服务 - 用户服务本科及以上7-10 年职位描述1. 通过400热线、用户专属群等渠道承接用户投诉与舆情反馈,快速响应、精准记录车辆及服务相关问题,完整留存用户诉求;
2. 识别、判断并定位高风险投诉与舆情场景,及时向上级预警、同步处置,避免问题扩大与升级;
3. 独立完成客诉沟通、情绪安抚与谈判工作,精准定位问题核心,给出合理解决方案并推动执行;
4. 负责投诉案例整理、复盘与文档输出,归纳共性问题,形成可复用的经验与改进建议;
5. 基于用户声量、BI数据看板,提炼优秀案例与负面案例,支撑团队运营分析与服务效率提升;
6. 主动联动跨部门资源推进复杂投诉解决,确保问题全流程闭环,持续提升用户体验与满意度。职位要求1. 本科及以上学历,3年及以上中高端品牌客服、客诉处理或用户运营相关经验,汽车/新能源行业优先;
2. 具备了解新能源汽车(纯电)基础产品知识与服务流程的能力,具备较强的问题拆解与逻辑分析能力;
3. 具备优秀的沟通表达、用户情绪安抚能力与高压抗压能力,可在高强度场景下稳定处理投诉;
4. 具备基础数据分析能力,熟练使用Excel等工具,可完成数据汇总、案例整理与运营分析;
5. 具备良好的跨部门协作、推动落地能力,有责任心、同理心,做事严谨主动;
6. 认同蔚来品牌理念与服务价值观,严格遵守用户信息保密制度
7. 接受排班工作制。 投递
NIO

About NIO

NIO is a pioneer and a leading company in the premium smart electric vehicle market. Founded in November 2014, NIO’s mission is to shape a sustainable and brighter future together. NIO aims to build a community starting with smart electric vehicles to share joy and grow together with users.

NIO designs, develops, jointly manufactures and sells premium smart electric vehicles, driving innovations in next-generation technologies in autonomous driving, digital technologies, electric powertrains and batteries. NIO differentiates itself through its continuous technological breakthroughs and innovations, such as its industry-leading battery swapping technologies, Battery as a Service, or BaaS, as well as its proprietary autonomous driving technologies and Autonomous Driving as a Service, or ADaaS.

NIO’s models for sale include the all-new smart electric flagship SUV ES8, the smart electric flagship coupe SUV EC7, the smart electric mid-large SUV ES7, the smart electric flagship sedan ET7, the all-new smart electric all-round SUV ES6, the all-new smart electric coupe SUV EC6, the smart electric mid-sized sedan ET5, and the smart electric tourer ET5T.

Industry
Unknown
Company Size
5,001-10,000 employees
Headquarters
Jiading, CN
Year Founded
Unknown
Website
nio.com
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