美团
Customer Service Expert
Customer Service Expert
发布于 3 小时前普通员工/个人贡献者
AI 估算 · 2.5–4.0万 · AI 参考估算
迪拜
中级经验
学历未注明
全职员工仅现场办公客户服务与支持
客户服务与支持
Sop执行
客户投诉处理
客服质检
数据分析
用户体验优化
跨部门协调
升级案件管理
社交媒体舆情管理
值不值得投
74综合评分
综合评分 74
出海业务核心支持岗，培训完善、晋升清晰，迪拜实地办公，WLB待确认
从薪资福利、成长发展、工作生活和使命价值四个维度综合评估，方便横向比较。
薪资怎么样
3.3万
比客户服务与支持中位数高
发布情况
新岗位 · 今天发布
公司情况
这家公司招聘很活跃
约 5580 个在招 · 其中客户服务与支持 27 个
市场机会
选择面较广
客户服务与支持 · 约 2830 个在招
职位详情
关于这个职位
负责处理高复杂度客户投诉与升级案件（如政府投诉、社交媒体舆情及App评价），协调内部团队跟进解决
通过数据分析（CSAT/DSAT）识别体验痛点，推动服务流程优化与知识共享，保障用户安全与满意度
最低要求
Complex escalations: Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.
Sensitive complaints: Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.
Social media: Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution.
App Store reviews: Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions.
Safety and high-risk cases: Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.
Merchant issues: Investigate complex merchant complaints and coordinate with responsible teams to reach a resolution.
Case ownership: Maintain accurate records, update trackers, follow up with stakeholders, and own assigned cases through closure.
CSAT and DSAT analysis: Analyze trends by LOB, vendor, FAQ, and contact reason to identify key satisfaction and dissatisfaction drivers.
Interaction audits: Review dissatisfied interactions to identify gaps in agent handling, processes, systems, or service delivery.
Continuous improvement: Recommend corrective actions, coordinate with Operations, Quality, Training, and business teams, and track the effectiveness of implemented changes.
Reporting and knowledge sharing: Share performance insights, recurring issues, case examples, and best practices through regular reports and frontline guidance.
工作职责
处理复杂升级案件：调查并解决Tier 3案件、重复投诉及前期支持未解决的问题
敏感投诉处理：处理通过LinkedIn或CEO渠道收到的政府投诉与升级事件，协调内部团队并遵守时限
社交媒体管理：处理升级的社交媒体投诉及应用内消息，确保及时跟进与解决
App Store评价监控：监控分析应用评价，调查报告问题，按公司指南协调跟进与回复
编制周报涵盖评分、评价量、投诉类别、常见问题及建议措施
安全与高风险案件：优先处理涉及威胁、骚扰、食品安全或客户信息滥用的事件，遵循高风险SOP
商家问题：调查复杂的商家投诉，协调相关团队达成解决方案
案件所有权：保持准确记录，更新追踪表，跟进利益相关者，对分配的案件负责到底直至关闭
CSAT与DSAT分析：按业务线、供应商、FAQ和联系原因分析趋势，识别关键满意与不满意驱动因素
交互审计：审查不满意的交互，识别代理处理、流程、系统或服务交付中的差距
持续改进：推荐纠正措施，协调运营、质量、培训及业务团队，跟踪已实施变更的有效性
报告与知识共享：通过定期报告和一线指导分享绩效洞察、常见问题、案例示例及最佳实践
AI 洞察
优缺点分析
优点
- Work on a rapidly scaling international platform with exposure to diverse cross-cultural markets.
- Manage high-pressure escalations including government complaints and safety-critical incidents requiring strict SOP adherence.
- Candidates with strong problem-solving abilities, resilience under pressure, and experience in high-volume customer operations.
缺点 / 挑战
暂无明显挑战项
角色解读
- Progress from Tier 3 specialist to Senior Customer Experience Lead or Operations Manager within the global expansion team.
- Handle high-complexity customer, rider, and merchant escalations that exceed frontline support capabilities.
- Strong analytical skills for CSAT/DSAT trend identification and root cause analysis.
申请策略
- Research Keeta's operational model in the Middle East market and prepare examples of turning negative feedback into process optimizations.
- Highlight experience managing Tier 3 escalations, government/regulatory complaints, and data-driven service improvements.
- Strengthen skills in CRM analytics, conflict resolution frameworks, and cross-functional stakeholder management.
面试指南
- Use the STAR method to structure responses, emphasizing investigation process, cross-team coordination, SOP compliance, and measurable outcomes.
- Describe a time you handled a high-risk or government-level customer escalation.
- How do you prioritize conflicting requests from multiple stakeholders?
- What metrics do you track to measure customer satisfaction trends?
- Review common food delivery dispute scenarios, familiarize yourself with CSAT/DSAT calculation methods, and prepare case studies demonstrating continuous improvement initiatives.
职位点评
薪资福利75
成长发展80
工作生活65
使命价值70
薪资福利
75中等
JD提及具有竞争力的薪酬福利与现代办公环境，但未披露具体数字，整体满足度中等偏上。
薪资信号未披露（AI估算：2.5千–4.0万/月）
福利待遇competitive compensation、benefits、modern office environment
成长发展
80较高
公司提供完善的培训体系与清晰的职业发展路径，有助于个人能力成长与晋升。
技术前沿非技术岗（不适用）
成长机会comprehensive training system、clear career development pathways
业务类型ambiguous
工作生活
65中等
工作地点位于迪拜，享受现代办公环境，但JD未明确说明弹性工时或远程政策，工作节奏可能随业务需求波动。
工作模式未明确
办公地点未明确
加班情况未提及（无法判断）
使命价值
70中等
依托美团全球化战略，致力于提升餐饮即时配送体验，助力商户与骑手共赢，具备明确的商业价值与社会意义。
行业发展高速增长赛道
社会影响正向社会影响力较高
使命信号帮大家吃得更好，生活更好、多方共赢、共同成长
创新程度积极采用新技术
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