受气的携程客服岗挤满了海归留学生？“比普华永道工资高、低门槛拿大厂编制”

\u003cdiv class=\"rich_media_content autoTypeSetting24psection\"\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e客服也成了互联网大厂的吃香岗位？\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e上个月，一则“携程\u003c!--VERTICAL_CARD_BEGIN_0--\u003e英文客服\u003c!--VERTICAL_CARD_END_0--\u003e要求到底有多高”的帖子在社交媒体上引发了讨论。许多曾面试携程客服岗的应聘者现身说法：简历看重留学背景，雅思没有6.5不要，面试全英文，同岗位同事的英语口语能力接近母语者……\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e面试者学历背景也佐证了这个岗位竞争之激烈：留美硕士、英国海归、以及六级考了600多分的211大学英专生。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"text-align: center\"\u003e\u003c!--IMG_0--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e“没想到有朝一日接电话等挨骂也要看学历了。”\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e三年前焦虑着“产品岗还是市场岗发展前景好”的打工人怎么也想不明白：看似“毫无含金量”的旅游客服，怎么就成了“留学生收容所”？\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"text-align: center\"\u003e\u003c!--IMG_1--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e抛开“成就感”“职业发展”不谈，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程英文客服的确符合许多应届生心中一份“好工作”的标准：它同时满足薪资不错、大厂光环，以及\u003c!--VERTICAL_CARD_BEGIN_1--\u003ework life balance\u003c!--VERTICAL_CARD_END_1--\u003e三大条件。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e首先是极具吸引力的薪资。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e招聘网站上显示，携程英文在线客服岗位的薪资在11000元到14000元，且有13薪。这个薪资高过了一些互联网大厂的初级运营岗，部分“大模型标注”“AI训练”岗，以及许多咨询公司的助理岗位薪资。\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_2--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e25届本科生西兰（化名）毕业于一所审计大学，有经济学和法学的双学位。她决定去面试携程客服，主要原因是这个岗位比普华永道给她开出了更高的薪资。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e招聘网站显示，普华永道的咨询助理、税务专员等岗位月薪在4000-10000元之间。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e“就我身边的群体而言，已经放弃了寻找所谓的自我价值，因为社会岗位的供需不等，很多应届生很难找到适合的工作，大概大家更多关注的是工资，是钱。”西兰说。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e至于应届生们最看重的work life balance，虽然客服被认为是如今罕见的“下班就是下班，没有隐性加班”岗位。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e但是，曾在携程工作了三年的章可（化名）说，英文客服主要靠邮件沟通，没法“摘下耳机就离开工作”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e在每\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e日更新的\u003c!--VERTICAL_CARD_BEGIN_2--\u003eKPI\u003c!--VERTICAL_CARD_END_2--\u003e压力下，客服们也会“自愿加班”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e下班后还没回完的邮件、没对完的表格，她同样会“自愿”把工作延长到7点，在电脑前解决完再走——因为明天还要迎来新的KPI。\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_3--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e不过，客服的加班状况比起其他大厂岗位依然好了不少。至少加班时间是“可控的”，\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e没有甲方、团队交付、项目流程周期，周末也不会被突然叫回办公室开会。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e除了携程这样的“大厂”，“小而美”的国外\u003c!--VERTICAL_CARD_BEGIN_3--\u003eOTA平台\u003c!--VERTICAL_CARD_END_3--\u003e同样是客服赛道的香饽饽。Booking、Agoda兼具互联网平台和“外企”光环，他们在国内的客服岗位也出现在不少“适合留学生的岗位推荐”里。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e不过，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程的客服岗位依然是最受应届生，尤其是留学生欢迎的。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e头部互联网平台的光环同时意味着更完善的福利体系和“大厂工作经验”，Cassie说，她做客服的原因是“携程写在简历上好看一点”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003eCassie2024年在匈牙利读完工商管理本科后，去携程国际事业部当了一名英文客服。据她观察，当时国际事业部客服团队里6成左右都是留学生，同事里甚至有在美国工作过的“资深留子”和在澳洲出生的华人。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e英文客服提供了“更高级的语言环境”，这是为什么手握本科、硕士学位的留学生们并不抗拒“成为一个接电话的人”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e曾在欧洲念完硕士、又在当地工作了四年的Jan在回国后接到了携程客服岗的面试邀请。她犹豫后还是接下了面试，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e“能用英语工作，在国内的环境里很难得，也是一种对自身英语能力的维持，还能和不同国家的人沟通。”\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e当被问起“中文客服不行吗”，有面试者坦言，“其实心里觉得英文客服比中文客服高级一点”。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e更直接的原因是，留学经历能派上用场。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e去年，有自称在美国QS200大学毕业回国的硕士入职了携程的英文客服岗。她分享自己做客服的理由：因为有海外生活的经历，英语不错，解决海外用户的问题时更顺手，“从客人反馈中能感受到自己的价值”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e许多留学生第一次感受到自己的学历如此纯粹地被转化成求职优势：“留过学”“看过世界”“日常使用英语”的事实，本身就是一大加分项，甚至是决定项。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003eJan发现，面试她的HR和上级每个人都有留学经验。她举出面试她的+1的例子：在英国读了法学硕士，回国后第一份工作没有给她和能力匹配的工资，于是来了携程做客服，一年后就晋升了管理层，“可以看出的确是能力很强的人”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e相反，没有留学经历则很容易在面试中受挫。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e有人曾在面试时被问到关于在西班牙买火车票的问题，答不上来，“如果我去过西班牙就好了”“以后还是要多出去走走”，他在面试失败的经验贴里反思道。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e西兰给携程英文客服岗投去简历后，通过了一轮面试和笔试。去年10月，她参加了第二轮面试，HR一上来就问她，“你的留学经历在哪里？”西兰只能尴尬地解释自己没有留过学。她没能通过这场面试。\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003cp\u003e\u003c!--IMG_4--\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e图源：\u003cspan style=\"letter-spacing: 0.034em\"\u003e小红书@烦哦\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e“虽然没有明说，但可以感觉到是认为我没有留学经历不匹配”，西兰认为。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e秋招结束后，她去普华永道工作了一段时间，决定第二年去\u003c!--SECURE_LINK_BEGIN_0--\u003e奥克兰大学\u003c!--SECURE_LINK_END_0--\u003e再读个硕士。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e和所有大厂岗位一样，网上流传着大量携程英文客服岗位的一手面经。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e“携程英文客服面试常见10大问题”被整理成题库，一来可以证明岗位面试难度受到求职者的一致认可，二来也说明竞争激烈。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e第一轮是HR电话面试，\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e了解你的学历、过去的工作经历，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e随后有一轮线上笔试，\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e包含一轮中文性格测试，和一轮英语能力考查。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e通过笔试后，你会被通知去到携程办公室进行线下二面。二轮面试以全英文对话为主：\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e一段英文自我介绍，对携程这家公司的认知，你理解中好的客服是什么样的。最后是一道情景模拟题，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e问题包括：\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e“晚上客人致电投诉隔壁房间比较吵，你怎么处理？”“有客人买了两张机票，临飞前一晚非得全额退款，说自己突然摔骨折了，你怎么处理？”以及“客户买了巧克力，网上说是甜的结果客户说是苦的，并且平台不支持退货换货，请问你该怎么办？”\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"text-align: center\"\u003e\u003c!--IMG_5--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e某种程度上，英文客服的岗位被和传统印象中“重复、机械、常被骂到哭”的中文客服区分开了：前者的办公室在上海，后者集中在南通；\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e面对的是不同国家、文化背景的客户；底薪更高，每月还可以拿一笔语言补贴。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e携程官网上，国际客服中的一类岗位被称作Customer Advisor（客户顾问）。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e职位描述里写着，你作为“Trip.com的形象大使”，“将运用你的人际交往能力和热情，让旅行者信赖我们，将他们的旅程交给我们安排”。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_6--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e事实上，英文客服的工作内容和传统中文客服无异：接打电话、发邮件、处理客人投诉。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e和所有客服一样，海外客服工作相当\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e“熬人”\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e——这一点不会因为你说的是英语而改变。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e2021年开始在携程做英语客服的章可描述自己的工作日常：早上9点上班，打开电脑后就开始和商家发邮件。她负责欧洲、东南亚地区的酒店业务，手上的一共有300多家酒店和民宿。她每天要同时和四十多家商户谈合作细节，比如新的优惠活动、推流、价格调整，还要催促酒店还账——有时，在促销活动中，携程会要求酒店把平台优惠的一部分作为返佣返还给平台，但酒店没有定期打款，就得靠客服去催。\u003c/span\u003e\u003c!--MID_AD_0--\u003e\u003c!--EOP_0--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_0--\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e邮件会通过携程内部和商家沟通的平台发出——相当于携程自己的“微信”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e但国外的酒店都有时差，章可没法盼望着发出的邮件立刻得到回复，有时要等上8个甚至12个小时。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程有针对客服每天发邮件数量的KPI，这意味着你要时刻集中精神，对方的邮件来了就得迅速回应，\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e“常常是你一下午耗费了大量精力，但没有任何沟通成果。”\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_7--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e其余时间，她要处理一些琐碎的客人投诉或系统无法解决的录入问题。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e有时客人现场要求换房间、升级房型，但后台系统不够智能，没办法自动更正信息，前台将更换的信息补录到系统里就会出现差错，和卖出去的房间信息对不上。这时章可就得在酒店数据库里找到这个客人订的房间，手动将他的名字调整到正确的房间。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e这其中又涉及到复杂的“猜人名”环节：由于隐私保护的要求，客人的名字通常是用姓名里的几个大写缩写字母替代的，而在英语世界里这些字母又很容易重复。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e她需要在几千列相似的入住信息里找到可能是这位换房者的信息，然后依靠不同时段登记入住的前台视频，猜测ta到底是哪个房间的住客，“就像玩儿一场超难的找不同”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e很多时候，客服们充当的角色其实是系统失灵的补丁、善后者，“给系统擦屁股的人”。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e比如，客人要退房突然要求续住一天，但酒店系统无法自动录入，房间卖出去了，但携程后台找不到这个销量。这时章可就得把后台呈现的实际表格和酒店的表格拉出来对比，一列一列地找到那个没有被录入的销量，再手动填进去。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e章可将这项工作称为“对表格”。她对“对表格”的评价是“非常累，没什么含金量，繁琐无聊”。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e中午，客服们会有1小时休息的时间。同事们大多会匆匆忙忙地跑去食堂，她会放弃午饭，把时间用来午睡。一上午的工作耗费掉了太多脑力，很多时候她会察觉到明显的头疼，“到那个时候已经没那么想吃东西了，只想歇着，什么都不想，放空一会儿”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e根据携程公布的考核指标，携程对客服的要求是89%的咨询20秒内接起，90%的问题20分钟内解决。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e一位携程前机票售前客服告诉《氢商业》，携程客服工作中不能说抱怨的词汇，如果接打电话时有抱怨的词汇被录了进去，会被记为“个人差错”，可能上升到整个组的处罚。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_8--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e做客服，无可避免的还有夜班。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程的客服分为小夜班和大夜班，分别在凌晨1点和早上6点下班。有前携程夜班客服解释自己离职的原因，“身体吃不消，同事陆续出现耳鸣，右腿大腿麻，流鼻血”。社交媒体上，刚进入客服岗位的咨询客服该如何规划作息，一位在携程做了三年夜班客服的员工回答道：6点下班后，早上10点入睡，晚上7点前后醒，醒得早就做个饭，醒得晚就点外卖。\u003c/span\u003e\u003c!--MID_AD_1--\u003e\u003c!--EOP_1--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_1--\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e让身体不崩溃的秘诀是“贵在坚持”：\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e休息日除非有约，不然也维持相同的作息，“只要有自制力、规律作息就好，无非是假装自己生活在美国”。\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"text-align: center\"\u003e\u003c!--IMG_9--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e在越来越多初级岗位要求“三年以上工作经验”的时候，客服岗位被很多应届生视为“进入大厂的低门槛跳板”。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e几乎所有面试过这个岗位的应届生都向《氢商业》表达了客服岗位“不适合长期发展”的认知：没有成长性，对身体消耗大。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003eCassie形容英文客服工作相当于无数“\u003c!--VERTICAL_CARD_BEGIN_4--\u003eDirty work\u003c!--VERTICAL_CARD_END_4--\u003e”的总和：琐碎、反复、很难有成就感。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e他们选择应聘客服的一部分原因是，在携程内部，工作一年以上的客服便可以选择\u003c!--VERTICAL_CARD_BEGIN_5--\u003e内部转岗\u003c!--VERTICAL_CARD_END_5--\u003e。章可在做了大半年客服后，恰巧碰上携程新成立了直播业务部门，和HR沟通后顺利转去了新部门，做线上市场拓展。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e但她转岗是2022年疫情时，“上海封控，难招到人”。如今客服转岗变得十分困难，Cassie说，而且岗位有限，“最多转去流程或客服培训。”\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e即便如此，由携程自招的英文客服依然身披“大厂正编”的光环，和通常以外包为主、被认为“低含金量”的外包客服区别开来。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e2021年金柚网的数据显示，国内超过88%的企业有客服需求，但只有49%选择自建客服团队。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e你会发现，客服在携程里并不是一个“可有可无”“传声筒”的边角料角色。截至2024年末，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程的客服员工数超过16000名\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e——大约等同于2023年时一整个拼多多的员工总数。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e客服中心员工占携程雇员总数的近40%，是携程内部的第二大部门。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e在携程官网上，社会招聘和校园招聘之外，有单独一栏“客服招聘”。由于客服的流动性强，携程客服的需求几乎全年都保持在高位。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e2月26日，携程官网上有56个名目不同的客服岗位处于招人状态。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_10--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e把携程形容成一个巨大的“客服中心”并不夸张。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e截至目前，携程在全球建设了18个客服中心，拥有1.3万名客服员工，占携程总员工的30%左右。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e\u003cspan style=\"letter-spacing: 0.034em\"\u003e携程官网上，住宿、机票、商旅、火车票、技术等多个业务部门都有对应的客服岗位。海外客服属于携程IBU（国际业务）部门，这一部门独立于携程的国内机酒旅游业务，负责维护携程在全球其他国家地区的产品和服务。\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e部门之下，不同客服岗位的职责也划分得相当精细垂直：有应对客户投诉的，有对接酒店商家的，有对接航司专门解决机票问题的，也有面对高净值客户的“\u003c!--VERTICAL_CARD_BEGIN_6--\u003e高端酒店专属服务顾问\u003c!--VERTICAL_CARD_END_6--\u003e”，以及专门协助商务旅行顾客订票、退票的“差旅顾问”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e这类客服的要求里注明，应聘者要有会计/财务专业背景，并且“具备多产品（机票、酒店、火车票、接送机）预订及退改技能者优先”。\u003c/span\u003e\u003c!--MID_AD_2--\u003e\u003c!--EOP_2--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_2--\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e更高层级的客服岗位，对应着带有经理、主管、专家尾缀的title。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e其中一个岗位是“资深投诉专家”，职责包括监控网路舆情、负责重要客户的升级投诉和特殊事件的处理，应聘这一岗位需要有2年以上舆情或工商举报投诉处理或旅游投诉处理经验。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e携程对客服的重视源于其成立之初：智能手机时代之前，订票订酒店大多靠打电话，携程客服负责接听用户电话，再和商户对接，帮用户完成酒店、机票预定——\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e可以说客服团队就是现在的携程系统。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e《环球网》的报道提到，2003年左右，一个熟练的携程客服平均每天能操作900间客房预订，接打近2000个电话。\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程正是靠着客服团队的服务能力，在“不打价格战”的基础上，迅速击败了其他老牌网络旅游服务公司，打开了国内中高端商务旅游市场。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e2003年时，将近70%的客户通过呼叫中心与携程网联系。“商务旅行者在路上时往往无法访问互联网，此时他们只需要打电话给携程网，就可以在三分钟内搞定一切”，美国投资公司SIG的分析师赵春明曾表示。2007年第一季度，携程的运营利润率达到39%，分析师称“在任何行业都十分罕见”。\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"image-box\" style=\"line-height: 2em; margin-left: 0px; margin-right: 0px\"\u003e\u003c!--IMG_11--\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e携程长期维持超过30%的利润率，是中国净利润率最高的互联网企业，客服体系在其中充当着沟通、维系消费者和商家的基石作用。\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程创始人梁建章曾公开表示，优势的服务能力是携程吸引和留住客户的重要原因之一，也是携程的特色所在。\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e作为携程“特色所在”的客服，并未像大多数人想象的那样在AI时代里迅速被替代。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e去年，人工客服岗被辽宁、河北、广州等多地列入紧缺技能职业目录。原因之一是“\u003c!--VERTICAL_CARD_BEGIN_7--\u003eAI客服\u003c!--VERTICAL_CARD_END_7--\u003e技术成熟度还不够高，对于复杂问题表述不能精准识别和回复”，其次，客单价和客服质量紧密挂钩，“客单价高的类目对销售额的影响较大，平台更倾向于用人工为客户提供更优质的服务”，有从业者对《工人日报》表示。\u003c/span\u003e\u003c!--MID_AD_3--\u003e\u003c!--EOP_3--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_3--\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e经历过“喊800次转人工也找不到活人”的痛苦，你也理解为什么各行各业都担忧被AI取代的时候，携程的“客服天团”规模依旧连年增长。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e你能在社交平台上看到大量网友有关携程客户“疑似水军”的分享。“出国旅行酒店出问题，携程客服战斗到凌晨2点帮忙要赔偿”“第一时间就能接通电话，还帮着一起干商家”，客服这个平时你不在意的岗位，成为给旅行的最后一道兜底。\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003cp\u003e\u003c!--IMG_12--\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 0.034em\"\u003e图源：澎湃新闻\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cspan style=\"font-size: 16px\"\u003e智能客服离“智能”还有距离，因此人工客服的前景在于多元和个性化的客户关系维护，\u003c/span\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e“AI时代的出路是比AI更像人”\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e。中国人民大学劳动人事学院教授李育辉认为，客户服务管理员需要具备相关行业知识和技能、团队合作能力、沟通能力等多样化技能，而目前国内企业大多把客户服务做成了标准化的工作，从业人员素质参差不齐，无法满足企业发展需求。\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cstrong\u003e\u003cspan style=\"font-size: 16px\"\u003e为了彰显对客服的人文关怀，2020年春节，携程用每日1万元高薪公开招聘“春运客服鼓励师”，申请者“需要具备按摩师资格证、心理咨询师、眼科专家、脱口秀、外语等技能”。\u003c/span\u003e\u003c/strong\u003e\u003cspan style=\"font-size: 16px\"\u003e携程解释，这是因为客服大多都是年轻人，春运期间身心压力大，很多人为了工作不能回家过年，“常常被客人吼到掉眼泪，需要笑声化解压力”。2024年5月，携程发布了春节提前休假政策，客服人员可以提前一个半月回家，返乡办公。\u003c/span\u003e\u003c!--MID_AD_4--\u003e\u003c!--EOP_4--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_4--\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e如果返乡后被亲戚问起到底在大厂干什么，你也可以充满自信地回答：\u003c/span\u003e\u003c/p\u003e\u003cp style=\"line-height: 2em; margin-left: 16px; margin-right: 16px\"\u003e\u003cspan style=\"font-size: 16px\"\u003e“负责多渠道用户沟通矩阵的维护和响应，通过共情沟通、资源协调，提供高效专业的解决方案，积极构建客户关系，实现了客户全周期关系管理和品牌口碑维护。”\u003c/span\u003e\u003c/p\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"letter-spacing: 0.578px; overflow: visible\"\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"margin-bottom: 10px; margin-top: 10px\"\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"align-items: center; display: flex; justify-content: flex-start; margin-bottom: unset; margin-top: 15px\"\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"border-bottom: 1px dashed rgb(224, 226, 241); height: 1px; line-height: 0px; margin-bottom: unset; width: 512px\"\u003e\u003cp\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"border-bottom: 1px dashed rgb(224, 226, 241); height: 1px; line-height: 0px; margin-bottom: unset; width: 512px\"\u003e\u003cp\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"border-bottom: 7px solid transparent; border-right: 12px solid rgb(224, 226, 241); border-top: 7px solid transparent; height: 0px; line-height: 0px; margin-bottom: unset; margin-left: auto; width: 0px\"\u003e\u003cp\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"border-bottom: 7px solid transparent; border-right: 12px solid rgb(224, 226, 241); border-top: 7px solid transparent; height: 0px; line-height: 0px; margin-left: 5px; margin-right: 5px; width: 0px\"\u003e\u003cp\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"border-bottom: 7px solid transparent; border-right: 12px solid rgb(224, 226, 241); border-top: 7px solid transparent; height: 0px; line-height: 0px; margin-bottom: unset; width: 0px\"\u003e\u003cp\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003c/section\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"margin: 10px 5px\"\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"-webkit-tap-highlight-color: transparent; font-size: 14px; letter-spacing: 2px; line-height: 1.5em; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 14px\"\u003e\u003cspan style=\"letter-spacing: 2px\"\u003e参考资料：\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003ch2\u003e\u003c/h2\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: normal; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e1.新浪科技，分析师称客户服务是携程网最大优势，2007.06\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003ch2\u003e\u003c/h2\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: normal; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e2.定焦one，携程，一年净赚334亿，2026.06\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003ch2\u003e\u003c/h2\u003e\u003csection data-exeditor-arbitrary-box=\"wrap\" style=\"line-height: normal; margin-left: 16px; margin-right: 16px\"\u003e\u003cp\u003e\u003cspan style=\"color: rgb(136, 136, 136)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 0.578px\"\u003e3.工人日报，AI客服越来越多，人工客服为啥还被列为急需人才？，2025.01\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003c/section\u003e\u003c/section\u003e\u003c/section\u003e\u003c/section\u003e\u003cp style=\"margin-bottom: 0px; text-align: center\"\u003e\u003cspan style=\"color: rgb(128, 128, 128)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 2px\"\u003e编辑｜卢力麟\u003c/span\u003e\u003c/span\u003e\u003cspan style=\"font-size: 14px\"\u003e\u003cspan style=\"letter-spacing: 2px\"\u003e\u003cbr/\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp style=\"margin-bottom: 0px; text-align: center\"\u003e\u003cspan style=\"color: rgb(128, 128, 128)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 2px\"\u003e作者｜贾小乐\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp style=\"margin-bottom: 0px; text-align: center\"\u003e\u003cspan style=\"color: rgb(128, 128, 128)\"\u003e\u003cspan style=\"font-size: 12px\"\u003e\u003cspan style=\"letter-spacing: 2px\"\u003e设计｜胖兔\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cstyle\u003e.data_color_scheme_dark{--weui-BTN-ACTIVE-MASK: rgba(255, 255, 255, .2)}.data_color_scheme_dark{--weui-BTN-DEFAULT-ACTIVE-BG: rgba(255, 255, 255, .126)}.data_color_scheme_dark{--weui-DIALOG-LINE-COLOR: rgba(255, 255, 255, .1)}.data_color_scheme_dark{--weui-BG-COLOR-ACTIVE: #373737}.data_color_scheme_dark{--weui-BG-6: rgba(255, 255, 255, .1);--weui-ACTIVE-MASK: rgba(255, 255, 255, .1)}.data_color_scheme_dark{--weui-BG-0: #111;--weui-BG-1: #1e1e1e;--weui-BG-5: #2c2c2c;--weui-BLUE-100: #10aeff;--weui-BLUE-120: #0c8bcc;--weui-BLUE-170: #04344d;--weui-BLUE-80: #3fbeff;--weui-BLUE-90: #28b6ff;--weui-BLUE-BG-100: #48a6e2;--weui-BLUE-BG-110: #4095cb;--weui-BLUE-BG-130: #32749e;--weui-BLUE-BG-90: #5aafe4;--weui-BRAND-100: #07c160;--weui-BRAND-120: 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#899ab1;--weui-LINKFINDER-100: #dee9ff;--weui-ORANGE-100: #c87d2f;--weui-ORANGE-120: #a06425;--weui-ORANGE-170: #3b250e;--weui-ORANGE-80: #d39758;--weui-ORANGE-90: #cd8943;--weui-ORANGE-BG-100: #bb6000;--weui-ORANGE-BG-110: #a85600;--weui-ORANGE-BG-90: #c1701a;--weui-ORANGERED-100: #ff6146;--weui-PURPLE-100: #8183ff;--weui-PURPLE-120: #6768cc;--weui-PURPLE-170: #26274c;--weui-PURPLE-80: #9a9bff;--weui-PURPLE-90: #8d8fff;--weui-PURPLE-BG-100: #6768cc;--weui-PURPLE-BG-110: #5c5db7;--weui-PURPLE-BG-130: #48498f;--weui-PURPLE-BG-90: #7677d1;--weui-RED-100: #fa5151;--weui-RED-120: #c84040;--weui-RED-170: #4b1818;--weui-RED-80: #fb7373;--weui-RED-90: #fa6262;--weui-RED-BG-100: #cf5148;--weui-RED-BG-110: #ba4940;--weui-RED-BG-90: #d3625a;--weui-YELLOW-100: #cc9c00;--weui-YELLOW-120: #a37c00;--weui-YELLOW-170: #3d2f00;--weui-YELLOW-80: #d6af33;--weui-YELLOW-90: #d1a519;--weui-YELLOW-BG-100: #bf9100;--weui-YELLOW-BG-110: #ab8200;--weui-YELLOW-BG-90: #c59c1a;--weui-RED: #fa5151;--weui-ORANGERED: 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#FF6146;--weui-TAG-BACKGROUND-BLACK: rgba(255, 255, 255, .05);--weui-FG: #fff;--weui-WHITE: rgba(255, 255, 255, .8);--weui-FG-5: rgba(255, 255, 255, .1);--weui-TAG-BACKGROUND-ORANGE: rgba(250, 157, 59, .1);--weui-TAG-BACKGROUND-GREEN: rgba(6, 174, 86, .1);--weui-TAG-TEXT-RED: rgba(250, 81, 81, .6);--weui-TAG-BACKGROUND-RED: rgba(250, 81, 81, .1);--weui-TAG-BACKGROUND-BLUE: rgba(16, 174, 255, .1);--weui-TAG-TEXT-ORANGE: rgba(250, 157, 59, .6);--weui-BG: #000;--weui-TAG-TEXT-GREEN: rgba(6, 174, 86, .6);--weui-TAG-TEXT-BLUE: rgba(16, 174, 255, .6);--weui-TAG-TEXT-BLACK: rgba(255, 255, 255, .5)}}@media screen and (min-width:1024px){body:not(.pages_skin_pc) .wx-root,body:not(.pages_skin_pc) body{--appmsgExtra-BG: #F7F7F7}}@media screen and (min-width:1024px){body:not(.pages_skin_pc) .wx-root,body:not(.pages_skin_pc) body{--new-title-color: rgba(0, 0, 0, .9)}}@media screen and (min-width:1024px){body:not(.pages_skin_pc) .wx-root,body:not(.pages_skin_pc) body{--new-content-color: rgba(0, 0, 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【纠错】【责任编辑:九零后_XuOY】

深度观察

新华全媒头条丨 WPS for Pad登陆苹果App Store，iPad办公进入桌面时代