菜鸟菜鸟-体验运营-西班牙
任职要求
1. Be knowledgeable about the BPO and HRO industries and familiarise with call center operation and management. 2. Be fluent in English and Chinese(extra language capability: Spanish/Portuguese/Hebrew is preferred) 3. Have some experience in logistics or global e-commerce customer service. 4. Be good at communicating with different business unit…
工作职责
Job Description: 1. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective. 2. Improve customer experience by collaborating with relevant departments using customer experience data and VOC to identify core business problems and causes. 3. Design overall service solutions, including but not limited to service flows, service tools and system functions for customer services, and guarantee the effectiveness of the solutions, while continuously improving them. 4. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. 5. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation. 6. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation. 7. Deal with high-risk customer issues, including social media, to reduce service risk and improve satisfaction.
1、理解大模型和大模型的应用，能够站在用户视角评估大模型的效果； 2、维护高质量的题库和模板，并能够通过日常工作识别潜在的用户问题，提升整体性能，实现进一步优化； 3、负责基于业务目标的模型评估设计和执行，以不断提高模型性能； 4、基于评估数据的数据分析和洞察，能够产出和展示有建设性建议的报告； 5、与内部利益相关者合作，如产品和RD团队、交付团队，了解业务需求和目标，并增强产品用户体验； 6、保持学习并及时了解最新和相关的行业研究和调查。
1、分析用户售后行为数据及声音，优化用户体验流程，协调各部门资源，推动项目上线，保证业务结果。 2、负责制定并执行平台售后运营策略和规则，协同多方的合作团队，推动策略和规则落地，提升用户在平台的满意度。 3、负责退货仓库和退货物流商的管理，保证平台退货链路的服务能力。 4、与产品技术团队紧密合作，根据用户反馈优化产品功能，提升用户体验。 5、监控竞争对手动态，及时调整运营策略，保持市场竞争力。 1. Analyze user after-sales behavior data and voices, optimize user experience processes, coordinate resources of various departments, promote project launch, and ensure business results. 2. Responsible for formulating and executing platform after-sales operation strategies and rules, cooperating with multi-party cooperation teams, promoting the implementation of strategies and rules, and improving user satisfaction on the platform. 3. Responsible for the management of return warehouses and return logistics providers to ensure the service capabilities of the platform's return links. 4. Work closely with the product technical team to optimize product functions and improve user experience based on user feedback. 5. Monitor competitors' dynamics, adjust operating strategies in a timely manner, and maintain market competitiveness.
1、品类专项运营 1）针对不同品类（如3C、服饰、家居等）的售后痛点，制定差异化运营策略（如退货率管控、物流方案优化）。联合产品、运营团队，推动商品描述、包装、物流信息等环节的改进，减少售后问题发生。 2）研究竞对体验（Temu、亚马逊、Coupang、美客多等）及通过VOC及用户主动调研，基于用户核心诉求，源头设计匹配业务增长的所需体验心智（上门安装、维修等），实现模式，并协同各方落地，助力业务增长。 2、解决方案设计 针对复杂售后场景（如跨境物流异常、多语言沟通障碍、支付纠纷）设计解决方案，搭建品类化售后知识库，提升问题处理效率。 3、跨部门协作 与物流、仓储、法务、产技等部门协作，推动问题发现到解决闭环（如逆向发起、异常处理、赔付审核、纠纷仲裁）。确保售后流程合规性。 4、数据驱动优化 监控售后关键指标（如客诉率、退货率、赔付成本、用户满意度），定期输出分析报告并提出改进建议。
1. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective. 2. Improve customer experience by collaborating with relevant departments using customer experience data and VOC to identify core business problems and causes. 3. Design overall service solutions, including but not limited to service flows, service tools and system functions for customer services, and guarantee the effectiveness of the solutions, while continuously improving them. 4. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. 5. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation. 6. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation. 7. Deal with high-risk customer issues, including social media, to reduce service risk and improve satisfaction.