Xiaomi Technology

体验专家

Xiaomi Technology  •  Onsite  •  8 days ago
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Job Description

体验专家成都社招全职职位 ID:A18676职位描述1. 保障售后服务口碑管控体系指标达成,完成投诉流程在各相关方层面的宣贯和培训;
2. 分析用户声音,定位TOP服务问题,通过各种方式驱动门店闭环,建立落实用户关怀活动流程,组织实施用户服务关怀活动,分析用户关怀活动策略的有效性;
3. 监督城市端客诉处理情况,包含但不限于案例抽检、话术审核、重大投诉回访话术编写等;
4. 兜底重大用户投诉的谈判,协调各方资源,及时转化重大负面个体,作为服务体验专家,独立支持重大客诉谈判,承担门店升级投诉案件的最终解决;
5. 负责用户接待区和休息区的运营管理,包括标准接待流程落实,现场5S管理等;
6. 配合公关部门完成媒体投诉.公检法投诉,群体性投诉等重大投诉的妥善处理,按照流程及时升级管理层,协调资源寻求解决方案;
7. 定期组织跨职能会议,复盘客诉,针对重点的客诉问题,推送业务方制定应对措施和改善方案,及时解决用户问题,降低舆情风险;
8. 通过用户投诉数据分析,持续驱动内部流程优化,降低售后投诉率,提升投诉处理效率。职位要求1. 3年以上车企/经销商集团客诉处理业务经验,熟悉汽车相关投诉的处理逻辑,具备重大客诉处理经验;
2.专科或以上学历,汽车或商科相关专业;
3. 具备较强同理心,具备较强的服务意识和谈判能力,能够独立处理重大客诉;
4. 有较强的数据处理能力和报告能力,较强的跨部门沟通能力;
5. 思维活跃,责任心强,具有创新精神和团队合作精神。" 投递
Xiaomi Technology

About Xiaomi Technology

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company has also established the world’s leading consumer AIoT (AI+IoT) platform,reached 558 million smart devices connected to its platform (excluding smartphones,laptops and tablets) as of September 30 2022. Xiaomi products are present in more than 100 countries and regions around the world. In August 2022, Xiaomi was included in the Fortune Global 500 list for the fourth year in a row, ranking 266th. The company is the fastest-rising Chinese technology conglomerate during the four-year period.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Beijing, CN
Year Founded
2010
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