岗位职责： 运营流程优化与执行 1、深入运营岗位轮岗，了解各模块流程及协作机制 2、参与制定、优化及落地标准化操作流程（SOP），识别流程卡点并提出改进方案，推动服务效率提升 数据分析与决策支持 1、收集并分析运营数据，输出可视化报告，定位业务痛点 2、建立数据监控体系，定期复盘关键指标，为运营策略调整提供数据支持 3、推动数据治理，确保数据准确性及一致性，提升团队数据驱动意识 项目管理与系统优化支持 1、协助推动运营系统升级项目，提升团队响应速度与协作效率 2、独立负责小型运营试点项目，从策划到执行全流程跟进 客户服务全流程轮岗与支持 1、深入客户服务各岗位轮岗，全面掌握服务流程及跨部门协作机制 2、协助处理日常客户咨询及需求，确保服务响应及时性、准确性与专业性，并协调内外部资源（如医生、医院等）解决客户个性化需求 客户体验优化与投诉管理 1、主动跟进客户投诉与反馈，定位服务痛点，提出流程优化建议并推动落地； 2、定期分析客户服务数据（如投诉率、解决时效、满意度评分），输出改进报告； 3、参与客户满意度调研设计及结果分析，协助制定服务标准升级方案（如话术优化、服务SOP迭代） 服务创新与数字化工具应用 1、参与客户服务系统（如CRM、工单系统）的优化测试，推动自动化工具落地； 2、参考行业标杆服务案例，提出创新性服务模式或数字化解决方案。 Operations Process Optimization & Execution 1. Participate in rotational assignments across operations roles to gain a comprehensive understanding of workflows and cross-functional collaboration mechanisms across modules. 2. Contribute to the development, refinement, and implementation of Standard Operating Procedures (SOPs); identify process bottlenecks and propose improvement plans to drive service efficiency. Data Analysis & Decision Support 1. Collect and analyze operational data, generate visual reports, and pinpoint business pain points. 2. Establish data monitoring systems, regularly review key performance metrics, and provide data-driven support for operational strategy adjustments. 3. Drive data governance initiatives to ensure data accuracy and consistency, fostering a data-driven culture within the team. Project Management & System Optimization Support 1. Assist in driving operational system upgrade projects to improve team responsiveness and collaboration efficiency. 2. Independently lead small-scale operational pilot projects, managing the entire process from planning to execution. Management Trainee - Service Management Full-Rotation Support Across Customer Service Processes 1. Participate in rotational assignments across various customer service roles to fully understand service workflows and cross-departmental collaboration mechanisms. 2. Assist in handling daily customer inquiries and requests, ensuring timely, accurate, and professional service responses, while coordinating internal and external resources (e.g., physicians, hospitals) to address individualized customer needs. Customer Experience Optimization & Complaint Management 1. Proactively follow up on customer complaints and feedback, identify service pain points, propose process optimization recommendations, and drive their implementation. 2. Regularly analyze customer service data (e.g., complaint rates, resolution time, satisfaction scores) and produce improvement reports. 3. Participate in the design of customer satisfaction surveys and result analysis, assisting in the development of service standard upgrade initiatives (e.g., script optimization, SOP iteration). Service Innovation & Digital Tool Application 1. Participate in the testing and optimization of customer service systems (e.g., CRM, ticketing systems) and drive the implementation of automation tools. 2. Benchmark against industry best practices and propose innovative service models or digital solutions. 岗位要求： 1、国内外本科/硕士，211优先，专业不限，医疗管理/酒店管理/保险/护理专业优先 2、英文六级及以上，口语可以和外籍客户沟通, 大学有社团leader经历加分，有医药相关行业实习经历加分 3、服务意识强，擅长共情沟通与危机处理，掌握一定的跨部门沟通技巧 4、细致耐心，愿意投身医疗行业，有同理心，能适应高强度客户交互 5、熟练使用Excel/PPT及AI工具，具备较强的逻辑思维与数据分析能力，善于从数据中发现问题、推动改进 1. Bachelor's or Master's degree from domestic or overseas universities; graduates from Project 211 universities are preferred. All majors are welcome, with preference given to Healthcare Administration, Hospitality Management, Insurance, or Nursing. 2. CET-6 or above; spoken English proficiency sufficient to communicate with international clients. Prior experience as a student club leader is a plus; internship experience in the pharmaceutical or healthcare industry is preferred. 3. Strong service orientation, skilled in empathetic communication and crisis handling, with solid cross-departmental collaboration abilities. 4. Meticulous and patient, committed to the healthcare industry, empathetic, and able to thrive in high-intensity client-facing interactions. 5. Proficient in Excel/PPT and AI tools, strong logical thinking & data analysis; skilled at spotting problems in data and driving improvement actions.