二线服务交付运营-抖音电商
Core
Optimize consumer service experience and operational workflows for Douyin E-commerce by analyzing service scenarios, identifying process gaps, and improving service routing and strategies.
Role type
Senior service operations specialist (e-commerce)
Builds
Optimized service entry points, routing strategies, and knowledge base tools for Douyin E-commerce customers.
Domain
E-commerce / Consumer Services
Deliverable
product features
Required skills
Service scenario analysis, Service workflow optimization, Cross-functional coordination, Data-driven decision making, Service metric monitoring, Process gap identification
Preferred skills
E-commerce service chain experience, CSAT and complaint rate analysis, Response time optimization
Technologies
Ticketing systems, Knowledge base systems
Responsibilities
Analyze consumer service scenarios to identify product and process deficiencies; Collaborate with upstream and downstream teams to optimize customer service tools; Monitor core service metrics and drive improvements based on data analysis.