XPENG

服务体验专员(深闽大区)

XPENG  •  Onsite  •  2 hours ago
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Job Description

服务体验专员(深闽大区)
深圳
全职
新零售板块
职位描述
1. 售后回访与体验管理
- 执行新车交付后及维修保养后的全流程客户回访(电话/线上问卷),收集用户体验反馈;
- 分析回访数据,识别服务短板,推动门店服务流程优化;
- 建立用户服务档案,标记高价值客户及潜在流失风险客户。
2. 不满客户修复与关系维护
- 快速响应客户投诉与不满,制定个性化修复方案(如补偿、上门服务、技术答疑等);
- 协调技师、SA等团队资源,确保客户问题闭环解决;
- 跟踪修复效果,将典型案例转化为服务改进案例库。
3. 保客活动策划与执行
- 策划并落地车主关怀活动,如:车主课堂、亲子活动、节日关怀等,提升用户粘性;
- 组织执行全国统一的节日保客活动,确保活动体验与品牌调性一致。
4. 保客邀约与忠诚度计划
- 针对首保、定保、服务升级活动客户等,开展回厂邀约,提升回店转化率及产值;
- 熟练运用CRM系统、企业微信等工具,实现客户触点的精细化运营。
任职要求
1. 必备条件
- 3年以上汽车行业售后服务或用户运营/客户体验等相关经验;
- 出色的沟通协调能力,能高效处理客诉并化解矛盾;
- 对用户体验敏感,具备共情能力和服务热情;
- 具备活动策划与落地执行经验,有创新思维和用户视角;
- 熟练使用Excel数据分析工具及飞书等办公软件。
职位要求
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投递
XPENG

About XPENG

XPeng is a leading Chinese Smart EV company that designs, develops, manufactures, and markets Smart EVs that appeal to the large and growing base of technology-savvy middle-class consumers. Its mission is to drive Smart EV transformation with technology and data, shaping the mobility experience of the future. In order to optimize its customers’ mobility experience, XPeng develops in-house its full-stack advanced driver-assistance system technology and in-car intelligent operating system, as well as core vehicle systems including powertrain and the electrical/electronic architecture. XPeng is headquartered in Guangzhou, China. In 2021, the Company established its European headquarters in Amsterdam, along with other dedicated offices in Copenhagen, Munich, Oslo, and Stockholm.The Company’s Smart EVs are mainly manufactured at its plant in Zhaoqing and Guangzhou,Guangdong province.

For more information, please visit https://heyxpeng.com.

Industry
Automotive & Mobility
Company Size
1,001-5,000 employees
Headquarters
Guangzhou, CN
Year Founded
2014
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