New Media Executive
Monitor customer service data (response rate, resolution rate, satisfaction rate, etc.), regularly produce analytical reports, and propose service optimization plans.
Identify user needs through feedback analysis and coordinate with product and operations departments to drive problem resolution and process improvement.
Establish an online reputation monitoring mechanism to promptly identify and address negative comments or complaints, protecting the brand image.
Develop emergency plans for unexpected situations, ensuring rapid response and resource coordination for resolution.
Work closely with sales, marketing, technology, and other departments to facilitate the implementation of user feedback and the automation of service processes.
Job Requirements: User-oriented mindset, possessing empathy and a strong sense of service.
Clear and logical thinking, with strong learning ability and a spirit of innovation.