（英文大夜班）租车服务部客服专员260928(MJ037230)

岗位职责

职位描述

Customer Consultation

Respond promptly to customer inquiries via phone and online chat.Liaise between customers and overseas suppliers to ensure accurate and timely information exchange.

Pre-trip and post-trip support: address questions regarding overseas car rental procedures, vehicle selection, insurance, pickup/drop-off, and local driving regulations.

Order Management

Follow up on customer orders throughout the booking and fulfillment lifecycle.

Monitor order status, confirm reservations with suppliers, and proactively notify customers of any changes.

Product & System Improvement

Document recurring customer pain points and service gaps.

Provide constructive feedback and suggestions to support system optimization and product enhancement.

Complaint Resolution

Handle customer complaints with empathy and professionalism, aiming for first-contact resolution where possible.

Maintain detailed call notes and escalate complex cases to the after-sales service department with clear handover documentation.

1. 咨询服务：通过电话，在线与客户沟通，及时回复用户的咨询，协助用户解决国外用车前后遇到的疑问，处理好客户与国外供应商的信息传达；
2. 订单跟进：及时跟进用户订单；
3. 促进产品升级：对系统优化及产品升级提出合理化建议；
4. 应对用户投诉：有技巧地安抚客户并处理相关投诉，做好电话记录后转交给售后服务部处理。

任职资格

Education: Associate degree (Junior College) or above.Fresh graduates welcome; prior customer service, hospitality, or travel industry experience is a plus.

Language: Standard Mandarin; full professional proficiency in English (listening, speaking, reading, writing).

Service Mindset: Customer-oriented with a genuine desire to help; strong attention to detail and problem-solving ability.

Soft Skills:

Excellent verbal and written communication skills

Ability to work effectively in a team and adapt to a fast-paced environment.

Resilience and ability to remain calm under pressure.

Learning Agility: Quick to learn new systems, product knowledge, and destination-specific information.

1. 大专或以上学历，工作经验不限；
2. 普通话标准、精通英语（听说读写能力）；
3. 较强的服务意识，以用户为导向，对客户需求有着敏锐的洞察力；
4. 善于与人沟通，具有较强的沟通协调能力及应变能力、抗压能力和团队合作精神；
5. 学习能力强，综合素质高，有较强的适应能力；
6. 有海外租车经验，英文客户服务工作经验者优先录用。