Zhi-tech Group

客服主管

Zhi-tech Group  •  Onsite  •  2 hours ago
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Job Description

客服主管
海口
全职
互联网 / 电子 / 网游
职位描述
岗位职责
1. 服务质量:结合客服数据评估业务安排,保障重点数据指标,提升用户良好体验,无客服责任投诉,无客服原因产生投诉。
2. 业务保障:构建“预测-响应-复盘”客诉全链路闭环体系,整合全量客诉数据,对异常波动与风险指标及时预警;基于数据前置介入新活动规则优化、预防客诉;强化集中客诉协同快速处置,保障业务平稳运行。【实现客诉发生率下降】
3. 服务提效:探索AI在客服场景的应用,以AI辅助问题解答与话术优化,同时基于业务流程需求,推进内外客服系统功能的优化。【实现业务效能提升】
4. 人才培育:运用月度培训-考试-激励机制,通过案例剖析、模拟实战等方式强化全员业务能力与场景应对水平;做好重点人才过程管理、末位优化与季度人才盘点,完善人才梯队,提升团队核心竞争力、运营效率与服务输出质量
职位要求

岗位要求
1. 本科及以上学历,工商管理、市场营销、客户服务、汉语言文学等相关专业优先。
2. 经验:5年以上在线客服管理相关工作经验,有互联网平台、电商等行业客服团队管理经验者优先;具备10人以上客服团队管理经验,熟悉在线客服全流程运营,有智能客服落地经验者优先。
3. 专业认知:熟悉在线客服体系搭建、质量管控、数据化运营逻辑,掌握客服核心指标(CSAT、NPS、一次性解决率等)的优化方法;了解客服相关工具(智能机器人、工单系统、CRM)的应用与优化。
4. 合规意识:熟悉《消费者权益保护法》《客户信息保护相关规定》等,具备较强的合规意识,能确保客服服务流程、话术合规,保护客户隐私。
投递
Zhi-tech Group

About Zhi-tech Group

Zhi-tech Group, a tech group focusing on consumer industry, was established, Beijing, in 2011 and has listed in Shenzhen Stock Exchange since 2019.

Zhi-tech’s core business metrics spins from consumption content, marketing service to consumption data. By constantly synchronizing the efficiency between e-commerce platforms / brand principles and end users, our mission is to inspire happiness for every consumption.

By leveraging Zhi-tech’s content community of consumption “www.smzdm.com” and consumption related MCN business, our group is now shaping an ecosystem of consumption content that covering all end users, both from online or offline. We help our partners - Ecommerce platforms and brand owners, to achieve best-run content marketing within omni channels, embrace the greatest opportunity of content -first era and thrive to achieve more. We also value “data insights” as one of most appreciated assets to build the product and brand data base, which will be the foundation to support sustainable development of our business.

We welcome every talent who has commitment to consumption industry to join us. Together, we can strive to create a better world with free flow of consumption information.

Industry
IT & Software
Company Size
201-500 employees
Headquarters
Beijing, CN
Year Founded
2010
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