Job Description
This role involves building and managing a high-performing customer service team, optimizing online and offline user engagement, and leveraging data-driven strategies to enhance service quality and conversion rates. The ideal candidate will be responsible for end-to-end customer service operations, from team development to CRM system implementation.
Key Responsibilities
- Customer Service Team Building and Management
- Build and manage a 1-on-1 customer service team, including recruitment, training, and performance supervision
- Develop workflow and service standards to ensure efficient team operations
- Optimize service quality and user satisfaction through continuous improvement
- Oversee CRM system construction and employee training programs
- Online Community User Conversion
- Configure and maintain online customer service systems (e.g., chatbots, email support)
- Develop and manage an online customer service script library
- Collaborate with marketing, sales, and operations teams to improve community conversion rates
- Resolve user issues and systematically collect feedback for service enhancement
- Offline User Support
- Provide professional 1-on-1 consultation services for high-value users
- Optimize product presentation methods based on user feedback
- Identify high-potential clients and facilitate their transition to formal investment processes
- Data Analysis and Optimization
- Monitor and analyze customer service metrics (consultation types, conversion rates, feedback)
- Develop improvement plans based on data insights
- Regularly produce service quality reports to inform product and operational decisions
Job Requirements
- Proven experience in customer service team building and management
- Strong background in both online and offline customer service operations
- Experience with CRM systems implementation and optimization
- Excellent data analysis skills with ability to translate insights into actionable strategies
- Outstanding communication and collaboration skills across multiple departments
- Ability to develop and implement service standards and workflows
- Experience in financial services or investment-related fields is a plus
