Service Operations Specialist（服务运营专员）

岗位概述｜Job Overview

1. Manage consumer complaints and public feedback, coordinate the timely resolution of critical incidents, and protect the company’s brand reputation.
   负责消费者舆情及投诉管理，及时推动重大事件处理闭环，维护公司品牌形象。
2. Coordinate with the call centre and authorised service providers (ASPs). Analyse after-sales service data to improve repair turnaround time and customer satisfaction while reducing service costs.
   对接呼叫中心及授权服务商（ASP），通过售后服务数据分析，改善维修时效、提升客户满意度并降低服务成本。
3. Coordinate technical issues across all product categories and follow up on claims arising from batch quality incidents.
   负责全品类技术问题的对接，跟进并处理批量质量事故索赔。
4. Analyse returns and exchange data across all product categories, coordinate collection and warehouse receipt, and ensure consistency between inventory records and physical stock.
   分析全品类退换货运营数据，协调揽收及入库，确保账实一致。

主要职责｜Key Responsibilities

1. Service Operations: Coordinate with ASPs and the call centre to manage customer after-sales service tickets from initiation to closure, improving turnaround time throughout the service process.
   **服务运营：**对接ASP及呼叫中心，全程跟进用户售后服务工单直至闭环，推动全流程服务时效改善。
2. Returns and Exchange Operations: Track returns and exchanges across all channels, coordinate warehouse receipt and acceptance, and reconcile records with physical stock.
   **退换货运营管理：**跟进全渠道退换机流程进度，协调入库签收，并跟进账务与实物管理。

任职要求｜Requirements

1. A university degree.
   大学学历。
2. 1–3 years of work experience, preferably in home appliance after-sales service management.
   1–3年工作经验，有家电售后服务管理经验者优先。
3. Basic proficiency in Microsoft Office applications.
   具备基础Microsoft Office办公软件操作能力。
4. Experience in after-sales service management for 3C products, consumer electronics or small home appliances is also welcome.
   具备3C产品、消费电子或小家电售后服务管理经验者亦可。
5. Fluency in spoken Mandarin.
   普通话口语流利。