美团Customer Service Expert

工作描述

Qualifications
Complex escalations: Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.

Sensitive complaints: Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.

Social media: Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution.

App Store reviews: Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions.

Safety and high-risk cases: Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.

Merchant issues: Investigate complex merchant complaints and coordinate with responsible t…