海外售后技术客服专员/主管
广州
全职
海外业务板块
职位描述
1、负责小鹏汽车售后服务承接（热线电话、在线文字、服务工单等），处理一线客服处理不了的升级技术问题，根据客户使用问题场景，主动提供专业的产品与售后解决方案； 2、运用小鹏汽车产品知识与新能源汽车专业知识，通过远程诊断系统读取故障码得出结论，准确处理客户的咨询、升级、投诉等问题； 3、具备基础诊断能力的，能清晰复现和描述问题，协助远程诊断组解决疑难问题，将简单故障处理前置提高效率； 4、定期复盘升级案例，赋能一线客服，提升一线客服问题解决能力，同步更新知识库。
职位要求
1、本科及以上学历，英语或工科专业背景优先； 2、汽车热线客服岗位经验，熟悉新能源汽车行业优先； 3、了解汽车行业呼叫中心工作流程，熟悉客诉处理流程及方法。具备客户服务专业知识，优秀的应变能力和问题解决能力； 4、具备优秀的跨文化团队协同、内外对接工作；定期输出技术专席周报及月报，支撑海外客服体系持续优化迭代； 5、英语流利可商务沟通，具备挪威语/丹麦语能力优先；适配海外驻点工作，熟悉中外团队协作模式。
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.
