XPENG

海外客服培训及QC质检经理/资深经理

XPENG  •  Onsite  •  18 hours ago
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Job Description

海外客服培训及QC质检经理/资深经理
广州
全职
海外业务板块
职位描述
1、海外客服培训体系搭建
- 负责公司外包agency欧洲800 Call Center培训体系搭建,需兼顾国内管理标准与海外本地化落地。结合公司新车上市节奏及欧洲用户需求,独立开发车型产品、品牌亮点、场景化服务专项课程;
- 负责外包agency人员的全周期培训规划,包括授课方式、赋能及培训成果验收,持续提升团队服务专业度。
- 从客户关心的角度,搭建并迭代海外客服FAQ知识库与标准化应答话术体系。
2、海外客服QC质检与合规管控
建立欧洲呼叫中心质检标准与SLA合规体系,落实周度/双周常态化质检,通过录音抽检、案件核查,规范坐席服务流程、应答话术与时效标准,确保业务合规。严控服务质量,保障团队质检合格率≥95%,针对问题输出整改复盘方案,形成“培训-质检-整改-迭代”的闭环机制。
3.、海外现场统筹管理&文化协同
统筹现场运营监督、跨文化团队协同、内外对接工作;定期输出培训、质检及服务质量复盘报告,支撑海外客服体系持续优化迭代。
职位要求
1、英语流利可商务沟通,具备西班牙语/匈牙利语能力优先;
2、适配海外驻点工作,熟悉中外团队协作模式,具备华人落地思维;
3、5年及以上呼叫中心培训、质检、运营管理经验,有汽车行业、友商背景或乙方汽车服务项目经验优先;
4、具备从零搭建培训、质检体系及话术知识库的实操经验。
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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