得物客服专员（for英语）

Key Resolve escalated customer concerns and complaints by creating positive experiences; Utilize strong communication skills to connect with customers and negotiate when necessary; Consistently follow-up with customers until their concerns are fully resolved; Identify operational issues and cooperate with other teams/departments to improve Trip’s products and services; Enhance the Trip.com brand through social media and reputation platforms(Facebook, Twitter, TrustPilot etc.) ; Assist with any ad hoc projects and tasks from the Customer Success Manager.

Key •       Assist customers with their inquiries and concerns in Cantonese, Mandarin and English via phone, chat, or email; •       Communicate effectively with customers, and outstanding to show empathy and patience; •       Work as a part of a high-performing team, supporting and being accepted position adjustment as your Team Lead as required; •       Advocate the Trip.com culture both internally and externally; •       Assist with ad hoc projects assigned by Team Leads / Supervisors.  

入职即享全球化发展通道，一站式成长：国内系统培养 + 海外实战落地，培养合格后派驻德国/法国。 1. 在德、法国建立并维护企业与渠道客户，推进从线索→需求洞察→演示→方案→谈判→签约的成交闭环，并对交付与续约负责。 2. 与市场团队共建区域增长计划（展会/路演/线上 Campaign），跟进线索转化并进行ROI 复盘。 3. 牵引内部资源（产品/交付/客服/法务/供应链），确保从签约到落地的客户成功与复购。 4. 支持本地渠道、电商/零售合作的相关项目物料准备。 5. 沉淀本地化行业洞察（竞品/价格/渠道/合规），打磨可复制的增长打法与 SOP。 1. Establish and maintain relationships with corporate and channel clients in Germany/France, driving the complete sales cycle from lead generation → demand insights → demonstration → proposal → negotiation → contract signing, and take responsibility for delivery and renewals. 2. Collaborate with the marketing team to develop regional growth plans (e.g., trade shows, roadshows, online campaigns), follow up on lead conversion, and conduct ROI reviews. 3. Coordinate internal resources (product, delivery, customer service, legal, supply chain) to ensure customer success and repeat purchases from contract signing to implementation. 4. Support local channel, e-commerce, and retail partnership projects, including the preparation of relevant materials. 5. Gather localized industry insights (e.g., competitors, pricing, channels, compliance) to refine scalable growth strategies and standard operating procedures (SOPs).

1. User Growth & Channel Management: Develop and execute global user acquisition strategies through various channels including social media, community, content marketing, partnerships, and online/offline events； 2. Customer Service System Development & Optimization:System Building: Design and establish the company's customer service framework, including but not limited to implementing a ticketing system, knowledge base, community support channels, and SOPs.Team Enablement: Assist in recruiting, training, and enabling a team of support specialists to provide professional, efficient, and multilingual 24/7 customer support.Experience Monitoring: Implement user satisfaction tracking mechanisms (e.g., NPS/CSAT) to continuously monitor and improve support quality and user satisfaction.Feedback Loop: Systematically collect, analyze, and categorize user feedback and common issues. Collaborate closely with product and tech teams to drive product optimization and iteration, creating a positive ""user feedback -> product improvement -> user experience"" cycle； 3. Product Operations & User Retention: Plan and implement operational plans for new feature launches and marketing campaigns (e.g., airdrops, trading competitions). Analyze user behavior data to continuously improve user activity and retention rates； 4. Market Analysis & Insight: Monitor market trends, competitor activities, and user feedback to provide data-driven insights and recommendations for product iteration and operational strategy. 1. 用户增长与渠道管理： 制定并执行全球用户增长策略，通过社交媒体、社区、内容营销、合作伙伴关系及线上/线下活动等多种渠道获取用户； 2. 客户服务体系建设与优化：规划并搭建公司的客户服务体系，包括但不限于建立工单系统、知识库、社区支持渠道和SOP；协助招聘、培训和支持专员团队，确保团队能提供7*24小时、多语言的专业且高效的客户支持。建立用户满意度监测机制（如NPS/CSAT），持续跟踪并提升客服质量和用户满意度。反馈闭环： 系统性地收集、分析并归类用户反馈与常见问题，与产品、技术团队紧密协作，推动产品优化与迭代，形成“用户反馈-产品改进-用户体验提升”的正向循环； 3. 产品运营与用户留存： 策划并执行针对新功能上线、市场活动（如空投、交易竞赛）的运营方案，分析用户行为数据，持续提升用户活跃度与留存率； 4. 市场分析与洞察： 跟踪市场趋势、竞品动态和用户反馈，为产品迭代和运营策略提供数据支持和决策建议。