锦鲤求职岗位描述
职位描述
负责客服运营调控（排班、预警、资源协调），保障服务稳定性。
处理复杂投诉、升级问题及高价值客户（如黑钻）诉求，闭环解决，提升满意度。
管理核心服务指标（投诉率、满意度、关单率等），每周监控异常并推动改善。
培养团队能力，组织培训、流程宣导，落地服务标准，提升整体服务质量。
推动AI工具在客服场景的应用，提升运营效率。
-Oversee daily operations control (scheduling, early warning, resource coordination) to ensure service stability.
-Handle complex complaints, escalations, and high‑value customer (eg: Black Diamond) issues, ensuring full‑cycle resolution and improving satisfaction.
-Manage core service metrics (complaint rate, satisfaction, case closure rate, etc.), monitor weekly anomalies, and drive corrective actions.
-Build team capabilities through training, process communication, and service standard implementation to elevate overall quality.
-Promote the application of AI tools in customer service scenarios to enhance operational efficiency.
任职资格
英语能力：听说读写流利，可作为工作语言（国际业务沟通）。
管理经验：1年以上客服团队管理经验，能基于数据发现问题并驱动改善。
投诉处理：有升级投诉及高价值客户问题处理经验，熟悉客诉全流程。
数据分析：数据敏感度高，能独立完成指标异常归因与整改方案。
学习能力：快速适应流程迭代与系统更新，主动探索优化机会。
- English Proficiency: Fluent in spoken and written English, capable of using it as a working language for international business communication.
- Management Experience: 1+ years of experience leading a customer service team, with the ability to identify issues through data and drive improvement.
- Complaint Handling: Proven experience in managing escalated complaints and high‑value customer cases, familiar with end‑to‑end complaint processes.
- Data Analysis: Strong data sensitivity, able to independently conduct root‑cause analysis on metric anomalies and formulate improvement plans.
- Learning Agility: Quick to adapt to process changes and system updates, with a proactive approach to seeking optimization opportunities.