售后客服经理

主要职责 / Key Responsibilities

- 建立服务流程 / Build and Optimize Service Processes

建立并持续优化客户服务标准流程，包括沟通机制、问题反馈机制与处理流程；

Develop and continuously improve customer service workflows, including communication channels, feedback mechanisms, and resolution procedures.

- 售后管理 / After-Sales Management

全面管理售后问题，包括退货、换货、维修、投诉等，确保及时响应和闭环处理；

Oversee returns, replacements, repairs, and complaint handling with timely, closed-loop processes.

- 客户关系维护 / Client Relationship Management

维护重点客户关系，定期回访并深入了解客户需求；

Maintain relationships with key clients through regular check-ins and proactive needs assessment.

- 跨部门协调 / Cross-Functional Coordination

协调生产、品质、工程等相关部门，高效解决客户反馈问题；

Work closely with production, quality, and engineering teams to resolve customer issues efficiently.

- 团队管理 / Team Leadership & Training

领导并培训客户服务团队，提升专业能力与客户满意度；

Lead and coach the customer service team to enhance professionalism and customer satisfaction.

满意度调查与改进 / Satisfaction Tracking & Continuous Improvement

定期开展客户满意度调查，分析数据并推动持续改进；

Conduct regular customer satisfaction surveys and use insights to drive improvements.

- KPI监控与报告 / KPI Monitoring & Reporting

监控关键服务KPI，形成可视化报告，支持管理层决策；

Track key service KPIs and provide visualized reports to inform executive decision-making.

- 客户导向文化与数字化 / Customer-Centric Culture & Digital Service

- 支持公司建立以客户为中心的服务文化和数字化服务体系；

Contribute to building a customer-centric culture and implementing a digital customer service framework.

任职资格 / Qualifications

- 教育背景 / Education：本科及以上学历，专业不限；

- 经验要求 / Experience：8年以上制造业客户服务、售后管理或订单交付经验；

- 系统能力 / System Skills：熟练使用ERP、CRM、客服系统（如SAP、Oracle、Salesforce、Zendesk等）；

- 语言能力 / Language：具备流利的中文与英文口语及书写能力，能与外籍客户顺畅沟通；

- 综合素质 / Soft Skills：责任心强、思维清晰、具备优秀的沟通协调能力与客户导向思维。