职位描述
This position is primarily responsible for receiving user inquiries through online customer service tools, addressing user questions, and continuously optimizing service processes. Candidates must possess sharp business acumen to quickly grasp operational logic and propose improvement suggestions. The role requires adaptability to shift work schedules, including extended night shifts, to ensure round-the-clock service support.
核心职责
- Utilize online customer service systems to handle real-time user inquiries, provide accurate solutions, and maintain excellent customer experience
- Systematically collect and document process issues, establish problem databases, and drive solution implementation
- Identify user experience barriers through data analysis, proactively explore potential user needs, and propose optimization plans
- Regularly provide service process improvement recommendations to assist the team in refining product features and service mechanisms
- Maintain high responsiveness under rotating shift schedules, adapting to varying work intensities and business requirements across different time periods
任职要求
- Strong communication skills and service-oriented mindset with the ability to accurately understand user needs and provide professional solutions
- Basic knowledge of business concepts and operations, with preference given to candidates with fundamental financial literacy
- Excellent problem analysis and resolution capabilities, able to independently develop process optimization plans
- Familiarity with common customer service tools and basic system operation proficiency
- Adaptability to rotating shift schedules including extended night shifts, requiring effective time management skills
- Team collaboration spirit with the ability to communicate effectively across departments and drive project progress
工作时间
Three-shift rotation system including: Day shift (09:00-18:00), Evening shift (15:00-00:00), and Night shift (00:00-09:00) to ensure 24/7 service coverage. The position demands sustained focus during work hours, ability to handle high-intensity customer service demands, and adaptability to varying work rhythms across different time periods.
