【探索者】售后服务运营专员/主管
广州
全职
营销服板块
职位描述
1、识别售后客诉高发问题,拉通中台关联业务周度复盘、形成对策、跟进落地,有效降低客诉率; 2、识别售后典型客诉案例,剖析流程/机制断点问题,拉通区域/门店复盘改善,完善流程体系; 3、设计售后流程体验关键时刻,基于用户需求动态升级,跟进策略落地执行,提升用户满意度; 4、管理售后满意度及NPS,分析不满原因,制定满意提升策略,持续提升用户满意度; 5、策划保客活动,跟进一线保客活动落地与效果,提升客户体验和品牌正面口碑。
职位要求
1、本科及以上学历,1-2年工作经验,具备主流新能源车相关工作经验优先,有客诉管理经验优先; 2、熟练使用相关办公软件,具备良好的数据分析能力; 3、熟悉新能源汽车售后满意度提升策略,有成型方法轮及实践案例; 4、方案策划能力强,具备独立承接项目策划到落地全流程闭环能力; 5、具备出色的沟通能力、跨部门协同、资源整合能力,结果导向,抗压能力及自驱力强; 6、具备AI意识,且熟练使用AI工具者优先。
投递

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.