Customer Service Process Expert-Zhaoxiguang Year [China]

 

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Responsibilities

1 , Through daily front-line practice, as well as specific project process performance and indicator monitoring, data analysis and other means to discover user pain points, establish an effective process operation mechanism, improve the service efficiency of the customer service team, and empower the business 2. From the perspective of user service Based on the needs of users, deeply analyze the experience of the person in charge of each process, put forward suggestions for process optimization and product optimization, output the specific needs of process optimization and product optimization, improve the internal operating system, and enhance user experience. 3. By aligning the expectations of the business team and the product team, and judging the priority of process optimization, effective communication between the two teams can be carried out to promote the implementation and application of requirements.

Qualifications

1. Bachelor degree or above, more than 3 years experience in service process optimization or customer service system product experience, with process-oriented and product-oriented thinking , Product experience is preferred 2. Have strong service awareness and communication skills, be able to coordinate or integrate internal and external resources, and have teamwork spirit 3. Have a user-oriented way of thinking and service awareness, and be able to start from the user's perspective Analyze current process issues and product issues 4. Have strong data sensitivity and data analysis capabilities, strong logic, and be able to analyze factors that affect abnormal key indicators and user pain points, and provide optimization solutions.

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