Job Description
Customer Service Process Operations About this position: You will be responsible for the full lifecycle management and continuous optimization of the customer service SOP system. By deeply analyzing user inquiry data and high-frequency cases, you will accurately identify risks and bottlenecks in products and service processes, and collaborate with multiple departments such as product, risk control, and operations to drive problem resolution and product optimization. Additionally, you will oversee customer service preparations for new business launches and feature rollouts, track core service metrics post-SOP implementation, and participate in the handling and review of major incidents to comprehensively enhance service efficiency and user satisfaction.
Key Responsibilities
- Customer Service SOP System Development
- Plan, draft, optimize, and continuously maintain customer service SOPs.
- Update existing SOPs promptly based on business changes, product iterations, and feedback from customer service teams.
- Business Problem Analysis
- Gain an in-depth understanding of platform products, business rules, and user service scenarios.
- Analyze customer service inquiry data, cases, and user feedback to identify recurring issues, process inefficiencies, and potential risks.
- Conduct targeted analysis of high-frequency problems and drive the development of standardized solutions.
- SOP Implementation and Performance Tracking
- Collect feedback and issues from frontline customer service teams during SOP execution and continuously refine processes.
- Monitor post-implementation performance metrics such as resolution rate, handling efficiency, escalation rate, and user satisfaction.
- Cross-Department Collaboration
- Work closely with product, risk control, security, technology, and operations teams to resolve customer service issues.
- Participate in customer service preparations for new product or feature launches, including business rule clarification, FAQ development, SOP drafting, and script preparation.
- Compile product and process issues identified by customer service teams and drive optimization with relevant departments.
- Engage in special handling and post-mortem reviews of major business incidents, anomalies, and user complaints.
Job Requirements
- 1-3 years of experience in customer service, customer service operations, SOP management, service operations, or related fields.
- Experience with intelligent/AI customer service operations is preferred.
- Strong written communication and logical structuring skills, with the ability to translate complex business scenarios into clear, executable processes.
- High sense of responsibility and execution capability, able to independently drive tasks to completion.
- Adaptability to rapid business changes and strong learning agility.
- Bonus: Proficiency in English reading and writing, capable of understanding English product documentation, rules, and business materials.
Benefits
Bi-monthly paid vacations, abundant team-building activities, and exclusive company events. More benefits await your discovery.
