POIZON  Global

【27届校招】服务体验运营

POIZON Global  •  Onsite  •  5 hours ago
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Job Description

【27届校招】服务体验运营热招

上海

正式

运营类

2027届秋季校园招聘项目

职位描述

1、服务策略设计与落地:将判责、赔付、退换货、审核等服务规则转化为 AI 机器人话术、人工 SOP 和业务流程,并持续运营优化。 2、AI 与人工协同设计:设计"什么场景 AI 直接解决、什么场景转人工"的分流策略与转人工机制,配合建设机器人、IM 托管、智能外呼等 AI 服务能力。 3、服务能力建设:建设与维护客服知识库、工单流转规则、审核及操作能力,完善客服工作台与座席辅助工具。 4、体验数据分析与优化:跟踪服务费力度、72小时解决率、同问题重复进线率、总解决时长、催单率、一线升级率等核心指标,定位体验问题并推动改进落地。 5、风险管控:对规则、策略、系统和 AI 能力可能引发的用户投诉、舆情、赔付风险进行前置评估与兜底管控。 6、跨团队协同:与业务团队、体验运营、服务交付、产研团队协作,推动问题从发现到解决的闭环。

职位要求

1、27届毕业生,本科及以上学历,电子商务、心理学类、市场营销、电子商务专业优先; 2、对电商行业有热情,具备良好的逻辑思维和结构化表达能力 2、具备智能和AI的基础知识,了解 AI 运行的底层逻辑 3、有较强的数据分析意识,能使用 Excel(会 SQL/Python 更佳) 4、责任心强,有闭环思维,能推动问题从发现到解决 5、对用户体验、服务体验有自己独到的观察和思考

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POIZON  Global

About POIZON Global

POIZON, is where Generation Z goes to discover, buy, sell and discuss the best global products and trends. Over 350 million shoppers have downloaded the app, including 50,000 influencers, multiple celebrities and millions of micro trendsetters.

POIZON verifies the authenticity and quality of every sneaker, bag, apparel, beaut and gifts purchased to ensure buyers get the right items they need for their glow up. Our loyal community lifted us to a unicorn valuation in April 2019, and we are backed by some of the world's leading venture capitalists, including Sequoia.

POIZON is the genZ tastemaker, when you see POIZON's iconic Aurora Blue box, you know someone just secured the latest heat for their wardrobe. The app has rich social commerce features that allow the users to share comments and photos of their favorite sneakers, purses and outfits directly to the community.

POIZON pioneered the "identify first, then ship" e-commerce model. We are the leader in AI authentication and use a combination of tech and a global team of 10,000 to inspect each item before it’s shipped to the customer. Flexible shipping methods and a speedy paying process further guarantee a great customer experience on both the buyer and seller side.

At POIZON, our passion for cool sneakers and all things lifestyle drives us to become the top e-commerce destination for the global GenZ community..

Can't stop, Won't stop.

Industry
Retail & Ecommerce
Company Size
51-200 employees
Headquarters
Hong Kong, HK
Year Founded
2015
Social Media