SME Manager
9 hours ago
It's fun to work in a company where people truly BELIEVE in what they're doing
We're committed to bringing passion and customer focus to the business岗位要求:
1.负责客服智能服务体系的搭建优化:监控客服智能机器人的运营,分析运营数据和用户反馈,持续改善聊天机器人的服务能力和用户自助解决问题的能力
2.对用户体验负责:关注行业动态,通过需求调研/数据分析等手段,发掘用户需求并配合产品实施改进创新,提升用户满意度和用户粘性
3.负责流程优化以及客服团队SOP的制定和实施落地;对流程风控进行把控;优化客服工作台,工作工具,保障客服的高效高质工作,支撑部门KPI达成
4.客服人效分析与建议
5.管理和指导SME/运营团队的日常工作,进行跨部门沟通,保证所属团队业务的安全顺利高效开展
任职资格:
1.在竞品对应职位至少半年工作时间,并有清晰明显的产出
2.优秀的流程把控、风险控制、分析、解决问题和抗压能力
3.良好的英语书写和口语能力;
4.具备敏锐的洞察能力和判断能力,对行业发展有较好的前瞻性,对行业用户有深刻的认知;
5.具有良好的沟通、协调、团队领导能力和跨部门沟通协作能力;
6.具有良好的服务意识,高度的敬业精神和工作激情,逻辑思维清晰,适应性强,可接受高强度快节奏的工作;
7.有区块链或金融行业经验者优先考虑。
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