Li Auto

区域用户关怀

Li Auto  •  Onsite  •  4 days ago
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Job Description

区域用户关怀
杭州
全职
生产 / 制造 / 加工 - 汽车销售与服务
职位描述
1. 主导区域升级投诉处置,输出谈判策略与应对话术;针对极端维权、媒体介入等突发事件,介入对客沟通,兜底处置,避免危机扩大。
2. 监控数据趋势,识别短板门店及高发问题,建立分级预警机制,提前干预潜在升级风险,规避溢出风险。
3. 联动区域经理、服务、技术、公关搭建"铁三角"快速响应机制;维护区域消协、市监、媒体关系;组织门店一线客诉实战培训与模拟演练,提升团队战斗力。
4. 定期组织重点案件复盘,输出典型案例库;输出《区域投诉与风险报告》,推动门店及责任部门整改,并跟进闭环。
职位要求
1. 本科及以上学历,5年以上客诉/用户服务经验,2年以上区域管理或团队管理经验为佳;
2. 精通投诉谈判与危机公关,具备极强的共情沟通能力与抗压应变力
3. 数据敏感度高,能通过分析定位根因并推动改善;
4. 有汽车、零售、连锁服务业态区域客诉管理经验者优先;
5. 能适应区域内频繁出差。
投递
Li Auto

About Li Auto

Founded on July. 1, 2015, Li Auto's brand mission is to "Be Proactive, Change the World".

We are dedicated to providing families with safer, more comfortable, and more convenient smart EVs through breakthrough innovations in products, technologies, and business models. By Oct. 18, 2024, Li Auto achieved the milestone of one million vehicle deliveries in just 58 months, setting a new record for the fastest one million deliveries in China's luxury car market.

We see cars evolving from transportation in the Industrial Age into spatial robots in the age of AI. And we fuse the physical and digital worlds through AI, turning limited car space into infinite experiences. Our goal isn't just to transform the automotive industry through cutting-edge AI technologies, but also bring the benefits of AI to every family.

Join us in pushing growth boundaries and realizing our vision of "To Become a World-Leading Embodied AI Enterprise."!

Industry
Automotive & Mobility
Company Size
1,001-5,000 employees
Headquarters
Beijing, CN
Year Founded
2015
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