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Trip.com Group · Shanghai

# 客服经理

Shanghai 

Listed on Trip.com Group’s official careers site. Posted September 28, 2026. Check that it is still open and apply there.
[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ037241&atsApiType=Moka)

[OpenNash Jobs](https://jobs.opennash.com/) / [Trip.com Group](https://jobs.opennash.com/companies/trip-group/) / 客服经理

## Job description

### 职位描述
- 负责售后退改业务及客服团队的整体运营管理，保障服务质量、处理时效和用户体验；
- 统筹退改全链路流程，识别运营堵点并推动流程、规则及系统优化；
- 建立并完善团队目标、绩效、质检、培训及人才梯队机制，提升团队稳定性和人效；
- 负责复杂客诉、重大舆情及跨部门协同事项的决策、升级处理和复盘闭环；
- 结合业务量、服务指标和人员能力，合理进行排班、资源配置及成本管理；
- 推动团队管理者培养及关键岗位储备，保障团队持续运营能力。

### 任职资格
- 本科及以上学历，5年以上客服、售后或呼叫中心相关经验，具备团队管理经验；
- 具备良好的英文读写及口语沟通能力，能够独立处理英文邮件、在线咨询及复杂服务场景；
- 熟悉在线客服、机票退改、航司规则或售后服务业务者优先；
- 具备较强的数据分析和经营管理能力，能够通过数据发现问题并制定改善方案；
- 具备复杂问题处理及跨部门协同能力，能够推动流程和项目落地；
- 具备成熟的团队管理、人才培养和绩效管理能力；
- 责任心强，抗压能力强，能够适应业务高峰及突发事件处理。

## At a glance
- Posted by the employer: Sep 28, 2026
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: 21 days
- Location: Shanghai[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ037241&atsApiType=Moka)

## More jobs at Trip.com Group

### [-后端开发工程师-](https://jobs.opennash.com/companies/trip-group/jobs/3fd7aa67824d93394856/)

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### [AI Agent工程师（酒店BU）](https://jobs.opennash.com/companies/trip-group/jobs/f1cc5f5708e062dd4138/)

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### [AI Agent开发工程师](https://jobs.opennash.com/companies/trip-group/jobs/716999cc960252753f0c/)

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### [AI Native 产品经理（线路规划·用户体验方向）](https://jobs.opennash.com/companies/trip-group/jobs/61e27b61f5f48d7fd410/)

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### [AI Native 设计师](https://jobs.opennash.com/companies/trip-group/jobs/a5bbe7c88620bfd54ab4/)

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Dates come from the employer where stated; “first seen” and “last checked” are our own observations.

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