Location: Shanghai
Salary: 144000-204000CNY
Industry: Consumer goods
Function: Marketing

Job Description

负责电商平台(抖音/快手等)客服团队管理,制定服务标准与流程,提升咨询响应速度与客户满意度;
主导处理重大客诉与售后纠纷,优化退换货、物流异常等复杂问题解决机制,降低差评率与投诉升级风险;
搭建客服培训体系,定期输出服务话术、FAQ库及案例分析,推动团队服务效率与专业度提升;
协同运营、物流部门优化客户体验,针对促销活动或新品上市制定客服预案,保障售前售后全链路顺畅;
监控客服数据,通过数据分析驱动服务流程改进,支持业务决策。

Job reference: 23517

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