客服主管 / Customer Service Supervisor

职位描述核心工作职责客服体系搭建与流程标准化：结合快递行业规范，制定本地化客服SOP、咨询分级、投诉处理时效、理赔标准、退换货流程。服务标准管理： 建立并优化客服服务标准、话术规范及服务流程，推动集团客服标准在西班牙本地落地执行。核心指标管理与优化：监控并优化呼叫中心接通率、接听率、平均处理时长（AHT）、首次解决率（FCR）、投诉率、客户满意度（CSAT）等，通过数据分析推动服务效率和质量提升。投诉与理赔管理： 建立标准化的投诉、理赔及异常件处理流程，确保客户问题及时处理并形成闭环。合规管理： 确保客服业务符合GDPR及当地相关法规要求，规范客户信息保护及业务记录管理，确保数据可追溯。系统管理： 负责客服工单系统、呼叫中心及在线客服平台的日常管理，并提出系统优化需求。客诉分析与协同： 定期分析客户投诉原因，输出客诉报告，协同转运、干线及末端网点推动问题整改。职位要求西班牙语听说读写流利，英语商务沟通流利，具备中文沟通能力优先。本科及以上学历，物流管理、市场营销、语言学、客户服务管理等相关专业优先。具备5年及以上快递或物流相关行业客服经验，有客服团队0-1搭建阶段经验者优先。熟悉呼叫中心运营模式及管理方法，具备客服流程、管理制度及指标体系的搭建或优化经验。具备较强的投诉处理、沟通协调及应急管理能力，能够适应高投诉量、高压的工作环境。Job DescriptionKey ResponsibilitiesCustomer Service System Development and Process Standardization: Develop localized customer service SOPs in line with industry standards, covering inquiry classification, complaint handling timelines, compensation policies, and returns and exchanges procedures.Service Standards Management: Establish and optimize customer service standards, communication scripts, and service procedures, ensuring the effective implementation of the Group’s customer service standards in Spain.KPI Management and Optimization: Monitor and optimize key call center KPIs, including call connection rate, call answer rate, average handling time (AHT), first contact resolution (FCR), complaint rate, and customer satisfaction (CSAT). Use data analysis to improve service efficiency and quality.Complaint and Compensation Management: Establish standardized processes for handling customer complaints, compensation claims, and shipment exceptions, ensuring timely resolution and proper follow-up.Compliance Management: Ensure customer service operations comply with GDPR and applicable local regulations. Maintain appropriate customer data protection practices and business records to ensure traceability.System Management: Oversee the daily operation of customer service ticketing systems, call center systems, and online customer service platforms, and identify opportunities for system improvements.Complaint Analysis and Cross-functional Collaboration: Regularly analyze the root causes of customer complaints, prepare complaint analysis reports, and work with sorting centers, line-haul transportation teams, and last-mile delivery stations to implement corrective actions.RequirementsFluent in spoken and written Spanish, with strong business English communication skills. Chinese communication skills are preferred.Bachelor’s degree or above. Majors in Logistics Management, Marketing, Linguistics, Customer Service Management, or related fields are preferred.At least 5 years of customer service experience in the express delivery or logistics industry. Experience in building a customer service team or function from the ground up is preferred.Familiar with call center operations and management practices, with experience in establishing or optimizing customer service processes, management systems, and KPI frameworks.Strong complaint-handling, communication, coordination, and crisis management skills, with the ability to work effectively in high-volume complaint situations and under pressure.