（中英翻班）用车业务客服专员（260805）

任职要求

<p>工作职责</p><p>1. 通过电话或在线渠道处理接送机订单相关问题，包括预订咨询、订单确认、改时间、改地址、司机/接驳点咨询等。</p><p>2. 协助处理客户用车过程中的异常问题，如司机迟到、联系不上司机、找不到接驳点、航班延误、车辆不符、等待超时等，及时核实情况并给出解决方案。</p><p>3. 对客户不满、投诉及突发事件进行安抚、解释和跟进，协调供应商、司机及内部团队推动问题解决。</p><p>4. 准确记录客户诉求、处理过程及协调结果，确保工单信息完整、清晰、可追溯。</p><p>5. 收集客户对境外接送机产品、服务流程、司机服务及供应商履约等方面的反馈，并提出合理化优化建议。</p><p><br></p><p>任职资格</p><p>1. 本科及以上学历，有 Call Center、在线客服、旅游服务、用车服务或跨境服务相关经验优先。</p><p>2. 具备良好的服务意识、沟通表达能力和情绪安抚能力，能够理解客户诉求并主动推进问题解决。</p><p>3. 具备较强的应变能力和抗压能力，能处理境外时差、突发异常、客户投诉等复杂场景。</p><p>4. 具备基础英语口语及文字沟通能力，能够与境外供应商、司机或客户进行日常业务沟通。</p><p>5. 工作认真细致，有较强的责任心，能够准确记录问题信息并跟进至闭环。</p><p>6. 能接受轮班、节假日排班及夜班安排。</p><p> 班次说明</p><p>1. 做五休二，休息日不固定，节假日需根据业务安排正常排班。</p><p>2. 班次类型：</p><p> * 白班/晚班：服务时间覆盖 06:00–02:00；</p><p> * 通宵班：服务时间覆盖 22:00–07:00。</p><p>3. 具体班次将根据业务量及团队排班安排执行。</p><p><br></p><p><strong>Customer Service Specialist</strong></p><p><strong>Key Responsibilities</strong></p><ol><li>Handle airport transfer order-related inquiries via phone or online channels, including booking consultations, order confirmation, schedule changes, address changes, and driver/pick-up point inquiries.</li><li>Assist in resolving on-trip issues such as driver lateness, inability to contact the driver, inability to locate the pick-up point, flight delays, vehicle mismatch, and excessive waiting time – verify the situation in a timely manner and provide solutions.</li><li>Address customer dissatisfaction, complaints, and emergencies with appropriate de-escalation, explanation, and follow-up; coordinate with suppliers, drivers, and internal teams to drive issue resolution.</li><li>Accurately document customer requests, handling procedures, and coordination outcomes, ensuring that all ticket information is complete, clear, and traceable.</li><li>Collect customer feedback on overseas airport transfer products, service processes, driver performance, and supplier fulfillment, and propose actionable optimization suggestions.</li></ol><p><br></p><p><strong>Qualifications</strong></p><ol><li>Bachelor's degree or above. Professional experience in call centers, online customer service, travel services, mobility services, or cross-border services is preferred.</li><li>Strong service awareness, communication skills, and the ability to calm upset customers; able to understand customer needs and proactively drive issue resolution.</li><li>Strong adaptability and resilience under pressure, capable of handling complex scenarios including overseas time differences, unexpected incidents, and customer complaints.</li><li>Basic spoken and written English communication skills, sufficient for daily business interactions with overseas suppliers, drivers, or customers.</li><li>Meticulous and detail-oriented with a strong sense of responsibility; able to accurately document issue information and follow through until case closure.</li><li>Willing to work rotating shifts, holiday schedules, and night shifts as required.</li></ol><p><br></p><p><strong>Shift Arrangements</strong></p><ol><li>Five days on, two days off (non-fixed rest days). Public holidays are subject to normal scheduling based on business needs.</li><li>Shift types:</li></ol><ul><li>Day / Evening shifts: service coverage from 06:00 to 02:00 (next day);</li><li>Overnight shift: service coverage from 22:00 to 07:00 (next day).</li></ul><ol><li>Specific shift assignments will be determined based on business volume and team scheduling.</li></ol>