Job Description

Customer Feedback Collection & Data Management:

• Collect customer feedback across all channels, including app reviews, customer service tickets, social media, e-commerce platforms, and dealer feedback.
• Clean, classify, and archive feedback data to ensure accuracy and usability.
• Build and maintain a comprehensive VOC database with a robust and scalable multi-dimensional tagging system (e.g., product issues, service issues, user experience pain points), and drive the automation of feedback categorization.

Data Analysis & Insight Generation:

• Utilize Excel and BI tools to analyze customer feedback data, including negative review breakdowns, satisfaction trends, and tracking high-frequency issues; deliver clear and actionable visual weekly/monthly reports.
• Identify and summarize recurring customer pain points, and regularly communicate findings with relevant departments.
• Develop user persona reports and experience pain point analyses to support product improvement and strategic decision-making.

Issue Resolution & Experience Optimization:

• Establish a rapid response mechanism for negative feedback in collaboration with customer service and technical teams; contribute to the development and maintenance of a standardized response knowledge base.
• Track the resolution process of critical customer issues to ensure timely and effective closure.
• Monitor online sentiment and flag potential PR risks by providing early warnings for escalating complaints.

Public Platform Operations & Competitor Monitoring:

• Manage user engagement on public platforms such as e-commerce sites and social media, including responding to both positive and negative reviews.
• Plan review acquisition strategies and user interaction campaigns to increase the volume and quality of VOC participation.
• Monitor and analyze competitor product reviews to extract actionable insights and generate comparative reports on product strengths and weaknesses.

Qualifications:

• Education Bachelor’s degree or above; majors in Marketing, Statistics, or related fields preferred.
• Experience 1 to 3 years of experience in VOC analysis, user experience, or data analysis roles (experience in hardware or mobility industries is a plus).
• Familiarity with customer feedback characteristics across e-commerce and social media platforms.
• Strong proficiency in Excel (e.g., Pivot Tables, VLOOKUP); basic knowledge of SQL or BI tools is a plus.
• Strong logical thinking and the ability to identify key issues from large volumes of feedback.
• Excellent cross-functional collaboration skills to drive problem resolution.
• High sensitivity to user experience and a strong customer-first mindset.

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