New media customer service manager

Job Responsibilities:

1. Develop and optimize customer service processes, scripting standards, and service protocols to enhance team professionalism.
2. Oversee the management of customer inquiries, complaints, and feedback across various new media platforms (such as WeChat, Weibo, Douyin, Xiaohongshu, etc.), ensuring timely responses and a positive user experience.
3. Collaborate with the content team to increase fan activity and engagement through direct messages, comment interactions, and other methods.
4. Monitor customer service data (response rate, resolution rate, satisfaction rate, etc.), regularly produce analytical reports, and propose service optimization plans.
5. Identify user needs through feedback analysis and coordinate with product and operations departments to drive problem resolution and process improvement.
6. Establish an online reputation monitoring mechanism to promptly identify and address negative comments or complaints, protecting the brand image.
7. Develop emergency plans for unexpected situations, ensuring rapid response and resource coordination for resolution.
8. Work closely with sales, marketing, technology, and other departments to facilitate the implementation of user feedback and the automation of service processes.

Job Requirements:

1. Bachelor's degree or above, preferably in Marketing, E-commerce, Public Relations, or related fields.
2. Experience in managing a customer service team, with preference given to candidates with a background in the new media or e-commerce industry.
3. User-oriented mindset, possessing empathy and a strong sense of service.
4. Clear and logical thinking, with strong learning ability and a spirit of innovation.
5. Strong sense of responsibility, able to proactively drive issues to resolution.