Job description
Responsibilities:
1. Responsible for the daily management of the customer service team, including scheduling, task allocation, service quality, performance evaluation, training, and team building.
2. Build and optimize the customer service operation system, including SOPs, ticket processes, quality inspection standards, knowledge base, and complaint handling mechanisms.
3. Optimize customer service scheduling and personnel allocation based on business needs to improve team efficiency and user service experience.
4. Manage core customer service metrics, including response time, resolution rate, satisfaction rate, complaint rate, and ticket backlog, and drive continuous optimization.
5. Handle complex customer complaints and major issues, coordinating with operations, product, and technical teams to drive issue resolution.
6. Collect user feedback, analyze service issues, and promote product and process optimization.
Requirements:
1. Over 3 years of customer service or user operations experience, with more than 1 year of customer service team management experience.
2. Experience in customer service management in large internet, e-commerce platforms, content platforms, MCNs, games, etc. is preferred.
3. Experience managing teams of over 10 people, familiar with scheduling, performance, training, quality inspection, and other customer service management systems.
4. Possess data analysis, process optimization, and problem-solving skills.
5. Experience managing remote teams, multiple shifts, or 7×24 hour customer service is preferred.
6. Good communication and coordination skills, able to drive cross-departmental problem resolution.
Bonus Points:
1. Experience in overseas user service or cross-regional team management.
2. Familiarity with CRM, ticketing systems, and other customer service tools.
3. English can be used as a working communication language.