Job Responsibilities (each direction has different focuses; after onboarding, you will focus on one of them)
1. Online Service Direction: Through data monitoring and serv……
Job Responsibilities (each direction has different focuses; after onboarding, you will focus on one of them) 1. Online Service Direction: Through data monitoring and service process optimization, produce quality analysis reports, and drive rectification of customer complaint issues and improvement of response times; collect customer service operating cost and efficiency data, create visual reports, and support operational decision-making. 2. Offline Service Direction: Establish after-sales quality monitoring ledgers, analyze product risk points and drive rectification; participate in new product reviews and mass production quality control from a service perspective, integrate technical solutions, and empower internal and external teams. 3. Digital Intelligent Service Direction: Participate in requirements research and product design for intelligent customer service systems, complete prototypes and specification documents, follow up on development and launch, and continuously iterate and optimize the experience. 4. Solutions Direction: As a service representative, participate in full product lifecycle management, responsible for service introduction, satisfaction, and cost operations; drive closed-loop resolution of common issues through VOC data analysis, and respond quickly to major after-sales incidents. 5. Operations Management Direction: Assist in breaking down strategic goals and tracking implementation, coordinate budget preparation and expense execution analysis; build performance data tracking ledgers and participate in process standardization; continuously monitor core indicators such as CSAT, FCR, and SLA, participate in business analysis and provide early warning for improvement; coordinate daily departmental operations, etc. 1. Full-time bachelor's degree or above, major unrestricted; majors in computer science, statistics, economics, and data analysis are preferred. 2. Proficient in Excel and possess basic data analysis skills; those who master SQL or BI tools are preferred. 3. Clear logic, structured thinking, and problem decomposition skills; able to adapt to high-intensity work scenarios. 4. Excellent cross-departmental communication and collaboration skills, good at balancing the needs of multiple parties. 5. Identify with the value of service, have empathy, and be willing to develop long-term in the customer experience field. 6. Experience as a student union/club officer or relevant internship experience is preferred. This position is a unified recruitment position of iFlytek Group. Candidates will be hired after passing resume screening, initial interview, second interview, and final review.