携程客服专员（后端国际机票操作）(MJ034243)

【】：处理航司下发的ADM罚单，机票退票费用不符以及长期未收航司退款，并进行原因分析及降损； 【班次情况】：工作时间：8-20点，8H/天，非固定班次 【工作地点】：上海

1、为OTA行业解决方案产品的用户基础体验负责，关注业务全链路产品方案，具备用户视角，深入洞察用户在行前、行中、行后的用户动线与体验，设计产品方案，为用户提供便捷的产品服务； 2、洞察用户在使用产品过程中的诉求，推动建立细化行业的服务保障机制，设计端到端服务解决方案及服务流程撰写，AI/智能服务的能力应用及部署，为用户提供放心的旅游服务保障； 3、根据旅游业务特点，优化迭代服务方案及体验洞察策略，提升用户体验的同时，能够通过智能服务解决方案，及服务机制促进用户复访复购； 4、主动洞悉NPS/CSAT和用户求助中的用户痛点，关注产品细节，结合用户行为数据、业务指标数据等多维、多视角的分析定位问题根源，持续推动全链路体验痛点的解决和优化。 5、具备服务资源管理及人力培养经验，保障前线客服的服务质量，服务意识，及服务方向匹配业务的需求。 6、具备AI工具落地应用经验，能够通过AI Workflow搭建实现工作流程线上化，理解AI底层逻辑（如Token消耗、智能服务部署成本等），在客服domain有AI项目从0到1的实践经验，并通过AI工具实现个人及团队提效。 1. Own the foundational user experience for OTA industry solution products, focusing on end-to-end product solutions across the travel journey. Adopt a user-centric perspective to deeply understand user behaviors and experiences during pre-trip, during-trip, and post-trip stages. Design product solutions that deliver convenient and seamless services to users. 2. Identify user needs throughout the product usage journey and drive the establishment of refined, industry-specific service assurance mechanisms. Design end-to-end intelligent and human-supported service solutions, and author comprehensive service process documentation to provide users with reliable and trustworthy travel service guarantees. 3. Optimize and iterate service solutions and experience insight strategies based on the unique characteristics of the travel business. Enhance overall user experience while leveraging intelligent service solutions and service mechanisms to drive user return visits and repeat purchases. 4. Proactively identify user pain points from NPS/CSAT feedback and customer support interactions. Pay close attention to product details and conduct multi-dimensional, multi-perspective analysis—integrating user behavior data, business performance metrics, and qualitative insights—to pinpoint root causes of issues. Continuously drive resolution and optimization across the full user journey. 5. Possess experience in service resource management and talent development, ensuring frontline customer service teams maintain high service quality, strong service mindset, and alignment with business goals and direction. 6. Possess hands-on experience in AI tool implementation, with capability to build AI Workflows for process digitization. Understand AI fundamentals and have end-to-end AI project experience in service operations, and demonstrate track record of driving personal and team efficiency through AI tools.

1.呼叫中心接线：接听事故维修专线的呼入，筛选有效线索； 2.接收线索：通过系统、短信、微信群等方式，接收、跟进线上事故线索，兼顾保司、外拓B端保险事故线索； 3.按照标准话术与客户沟通，介绍途虎事故维修业务、维修时效标准、增值服务等，添加客户微信，通过建群方式将意向进店维修订单信息，包括沟通结果，调度分配至各门店保险事故专员；持续跟进未接、摇摆客户，确保跟进有结果产出； 4.根据客户沟通，记录相关客户基础信息、出险信息、客户事故车沟通过程、客户需求等信息，跟进进店、订单进度、理赔完成、战败原因等信息  ； 5.跟进维修客户结果，进行客户满意度回访，问题及时与保险事故专员、门店反馈；

1、达成催收业绩目标，对个人绩效负责； 2、有效控制个人客诉及处理工作； 3、合理调配催收资源，协助主管完成部门其他工作。