Senior Customer Care Supervisor, SAS
Samsonite · Ningbo
• 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。