客户服务专员

Job Description

工作职责:

1、通过日常内外部客户对应工作及数据分析，对客户群体进行细分、挖掘及维护，搭建客户分层体系，并实现客户层级体系精细化管理；

2、保持与各部门的紧密联动，协助信息/需求收集、跟进、落地、反馈，形成完整闭环；负责受理客户相关业务的咨询、查询及投诉等客户服务工作，对于客户所提出的问题，能跟踪、反馈处理结果；

3、了解客户运营全过程，能准确抓住痛点，推动各相关部门，迭代客户运营相关工作，协助部门分析、调查客户投诉的原因，提出处理方案和优化建议；

4、根据客户行为特征、业务习惯与偏好、投诉及建议等反馈信息，动态管理客户反馈，从实际出发建议各业务部门工作的定位与路线方针，提供规范、高效的运营管理体系并优化完善；

5、基于数据分析找到核心流程改进点，优化流程和管理，提升服务效率， 基于问题排查解决经验，抽象自动化或半自动化工具需求，减少问题人工处理比例；

6、具备很好的主人翁意识和服务心态，良好的跨团队合作能力，与商务、客户成功，国家运营、产品、技术团队及其他相关团队密切配合，推动解决客户问题；

7、提炼总结问题排查解决SOP，指导协助业务部门解决日常客户问题；

Requirements

岗位要求：

1、本科以上学历，有互联网产品运营等相关工作经验优先；2年以上客户服务经验；

2、熟悉互联网产品相关经验；了解日常客户服务管理主要业务及特点；对企业内外部的客户需求或问询行为特点有基本认知；

3、具备良好的总结意识和分析习惯，善于推动改善产品体验、提升用户满意度的工作；

4、具有很强的项目管理及项目执行力，能够高效的跨部门沟通和跨团队协作；良好的服务意识和团队合作精神，有耐心和责任心，工作积极主动；

5、熟练使用word、excel、ppt等办公软件，具体基础的数据分析能力；具备优秀的文字撰写能力，熟悉办公软件的使用，报告撰写和呈现表达有较高水平，逻辑清晰；

6、有良好的客户服务理念和较强的应变能力、协调能力，能多线程独立处理紧急问题；有较强的沟通能力、抗压能力、主动性及团队合作精神。

语言要求：英文(大学英语四级以上）

About AI Rudder

AI Rudder is an AI product company transforming how business communicate to their customers.

We launched in 2019 with one of the world’s first enterprise-grade AI voice agents: built to hold real, intelligent conversations, not just play back scripts. Today, we serve over 500 enterprises across 20+ countries, processing 50 million calls every day and having delivered more than 8 billion calls to date. Our customers range from fast-growing startups to large enterprises.

When AI talks to people, it has to feel human. That’s what we build.

How We Work

AI-first: AI isn’t a tool we reach for. It’s the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

• Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
• Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
• Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
• Meaningful Impact: Build AI solutions that create real value for businesses around the world.
• Ownership & Autonomy: Freedom to take initiative and drive outcomes.
• Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.