Senior Customer Care Supervisor, SAS

• 1. Outsourced Vendor Management: Manage the daily operations and service quality of two outsourced repair vendors.

• 外包商管理： 负责管理两个维修外包商的日常工作和服务质量。

• 2.Team Management: Manage daily operations, scheduling, and service quality of the Ningbo repair center.

• 维修团队管理： 负责宁波维修中心日常管理，统筹人员调度、作业规范与维修效率。

• 3.Bilingual Documentation: Develop bilingual (CN/EN) repair manuals, training PPTs, and instructional videos to standardize nationwide after-sales services.

• 双语资料体系搭建： 梳理维修流程与故障方案，独立制作中英双语技术文档、PPT课件及实操教学视频，推动全国售后标准化。

• 4.AI Knowledge Base: Integrate and optimize customer service scripts for voice and text bots to build a practical AI knowledge base.

• AI知识库建设： 整合客服与投诉处理话术，完成标准化拆解，适配语音/文本机器人，搭建可落地的AI售后知识库。

• 5.AI Bot Iteration: Analyze chat data to optimize AI scripts, improving answer accuracy and issue resolution rates.

• AI机器人迭代： 分析智能客服会话数据，持续优化AI话术，提升问答命中率与线上客户体验。

• 6.Quality Analysis: Collect and analyze quality issues from various channels, providing data support for product and service optimization.

• 质量问题分析： 统筹多渠道客诉与反馈，建立问题台账，定期输出质量分析报告，赋能品控与产品优化。

• 1.Language Skills: Exceptional Chinese writing and solid bilingual (CN/EN) writing skills; able to independently draft technical docs and scripts.

• 语言能力： 中文写作能力极强，英文读写及双语写作功底扎实，能独立完成技术文档与话术撰写。

• 2.Technical Skills: Proficient in MS Office (PPT, Excel); basic video shooting and editing skills are required.

• 技能要求： 熟练使用Office全套软件，能独立制作高质量PPT与数据报表；具备基础视频拍摄与剪辑能力。

• 3.Core Competencies: Strong logical thinking, cross-departmental communication, and self-learning abilities. Meticulous with a team management mindset.

• 综合素质： 逻辑思维清晰，擅长信息整合与标准化体系搭建；跨部门沟通能力强，能快速适应AI工具迭代；工作严谨，具备团队统筹思维。

• 4. Preferred Experience: Prior experience in after-sales, customer service, technical writing, AI knowledge base, or team management is a plus.

• 经验： 有售后、客服、技术文档编撰、AI知识库优化或售后团队管理经验者优先。