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Trip.com Group · Shanghai

# 租车国际组班组长

Shanghai 

Listed on Trip.com Group’s official careers site. Posted September 8, 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=MJ036978&atsApiType=Moka)

[OpenNash Jobs](https://jobs.opennash.com/) / [Trip.com Group](https://jobs.opennash.com/companies/trip-group/) / 租车国际组班组长

## Job description

职位描述 负责客服运营调控（排班、预警、资源协调），保障服务稳定性。 处理复杂投诉、升级问题及高价值客户（如黑钻）诉求，闭环解决，提升满意度。 管理核心服务指标（投诉率、满意度、关单率等），每周监控异常并推动改善。 培养团队能力，组织培训、流程宣导，落地服务标准，提升整体服务质量。 推动AI工具在客服场景的应用，提升运营效率。 -Oversee daily operations control (scheduling, early warning, resource coordination) to ensure service stability.
- Handle complex complaints, escalations, and high‑value customer (eg: Black Diamond) issues, ensuring full‑cycle resolution and improving satisfaction.
- Manage core service metrics (complaint rate, satisfaction, case closure rate, etc.), monitor weekly anomalies, and drive corrective actions.
- Build team capabilities through training, process communication, and service standard implementation to elevate overall quality.
- Promote the application of AI tools in customer service scenarios to enhance operational efficiency.

### 任职资格 英语能力

听说读写流利，可作为工作语言（国际业务沟通）。

### 管理经验

1年以上客服团队管理经验，能基于数据发现问题并驱动改善。

### 投诉处理

有升级投诉及高价值客户问题处理经验，熟悉客诉全流程。

### 数据分析

数据敏感度高，能独立完成指标异常归因与整改方案。

### 学习能力

快速适应流程迭代与系统更新，主动探索优化机会。 - English Proficiency: Fluent in spoken and written English, capable of using it as a working language for international business communication.

### Management Experience
- 1+ years of experience leading a customer service team, with the ability to identify issues through data and drive improvement.

### Complaint Handling
- Proven experience in managing escalated complaints and high‑value customer cases, familiar with end‑to‑end complaint processes.

### Data Analysis
- Strong data sensitivity, able to independently conduct root‑cause analysis on metric anomalies and formulate improvement plans.

### Learning Agility
- Quick to adapt to process changes and system updates, with a proactive approach to seeking optimization opportunities.

## At a glance
- Posted by the employer: Sep 8, 2026
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: 41 days
- Location: Shanghai[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ036978&atsApiType=Moka)

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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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OpenNash lists jobs from employers’ own careers sites and does not handle applications.
Dates come from the employer where stated; “first seen” and “last checked” are our own observations.

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