Bambu Lab

海外升级投诉负责人

Bambu Lab  •  Onsite  •  11 days ago
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Job Description

海外升级投诉负责人武汉、深圳全职客户关系职位描述1、团队建设和管理:
① 负责团队的日常管理工作,包括人员排班、任务分配及效能监控,确保投诉处理流程高效运转,达成团队响应时效、解决率及客户满意度目标。
② 建立升级、投诉流程规范和处理标准,并主导在全渠道落地;建立相应的质量监控体系,定期审核案例处理合规性、客户沟通话术及闭环效果,输出改进建议并跟踪落实;定期输出投诉分析报告。
③ 建立积极的团队文化,强化跨岗位协作意识,提升员工归属感与稳定性。
2、跨部门协作和流程优化:
① 主导重大投诉、舆情危机及服务事故的应对,统筹跨部门资源(如法务、公关、业务部门),制定谈判方案、补偿策略及公关话术,确保风险可控且客户体验最优。
② 牵头跨部门协作(如产品、运营、物流),推动投诉相关流程的优化(如退款时效、判责规则),提升端到端问题解决效率。
③ 基于客户声音与投诉数据,分析共性根因(如产品缺陷、流程漏洞、政策冲突),推动系统性优化方案落地,减少重复投诉。
3、团队赋能与标准化建设:
① 搭建升级投诉的知识库与标准化应对框架(如证据链整理规范、分级处理流程),提升团队作业规范性与决策效率。
② 组织内部培训,聚焦复杂场景(如高额索赔、群体投诉)的应对技巧,提升团队谈判能力与风险意识。
③ 沉淀典型案例与方法论,通过标准化工具(如话术模板、谈判SOP)赋能一线客服团队,减少问题升级率。 职位要求1、本科及以上学历,具备国际客服或跨境电商相关背景优先;
2、具备5年以上海外客户服务经验,或2年以上海外升级投诉处理、危机应对经验,有带领多语言/多地区团队经验者优先;
3、熟悉跨境服务流程及工具,了解GDPR、消费者权益保护、隐私政策等海外法规;
4、具备出色的英语沟通能力,掌握其他语言(如西班牙语、法语、德语等)者更佳;
5、具备良好的团队管理、问题解决、数据分析及项目推动能力;
6、责任心强,能适应快节奏、多文化背景及不同时区工作的挑战。
7、具备投诉处理专家级能力,同时擅长团队目标管理与跨部门协同。
8、数据敏感度高,能通过投诉分析驱动业务改进。
9、出色的风险预判与危机处理能力,兼顾客户体验与公司利益平衡。 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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