（中英翻班）用车业务客服专员（260805）

工作职责

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。

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。

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。

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。

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。

任职资格

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。

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。

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。

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。

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。

6. 能接受轮班、节假日排班及夜班安排。

班次说明

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。

2. 班次类型：

* 白班/晚班：服务时间覆盖 06:00–02:00；

* 通宵班：服务时间覆盖 22:00–07:00。

3. 具体班次将根据业务量及团队排班安排执行。

Customer Service Specialist

Key Responsibilities

1. 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.
2. 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.
3. 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.
4. Accurately document customer requests, handling procedures, and coordination outcomes, ensuring that all ticket information is complete, clear, and traceable.
5. Collect customer feedback on overseas airport transfer products, service processes, driver performance, and supplier fulfillment, and propose actionable optimization suggestions.

Qualifications

1. Bachelor's degree or above. Professional experience in call centers, online customer service, travel services, mobility services, or cross-border services is preferred.
2. Strong service awareness, communication skills, and the ability to calm upset customers; able to understand customer needs and proactively drive issue resolution.
3. Strong adaptability and resilience under pressure, capable of handling complex scenarios including overseas time differences, unexpected incidents, and customer complaints.
4. Basic spoken and written English communication skills, sufficient for daily business interactions with overseas suppliers, drivers, or customers.
5. Meticulous and detail-oriented with a strong sense of responsibility; able to accurately document issue information and follow through until case closure.
6. Willing to work rotating shifts, holiday schedules, and night shifts as required.

Shift Arrangements

1. Five days on, two days off (non-fixed rest days). Public holidays are subject to normal scheduling based on business needs.
2. Shift types:

• Day / Evening shifts: service coverage from 06:00 to 02:00 (next day);
• Overnight shift: service coverage from 22:00 to 07:00 (next day).

1. Specific shift assignments will be determined based on business volume and team scheduling.