客服中心部门岗位职务说明书4.docx

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1、客户关怀专员职位描述文件职位识不信息职位名称职位编号工作地点版本号工作网络关系直接上级职位直接下级职位直接下级CustomerCareOfficer,CustomerCareContactCenterV1.0Manager,CustomerCareNil所属部ContactCenter门所在都市出差要□无□间或□经常□常驻求生效日期汇报职位人薪□无□建议权□决定权员酬治绩人数直接管辖团队0□无□建议权□决定权理效权配0□无□建议权□决定权限备业务指导职位对职位产生阻碍的外部机构任职资格教育程度工作经验培训经历专业技能受到职位阻

2、碍的外部机构Universityor专业方above向?TwoyearsCustomerServiceor行业经ContactCentre验OperationpreferablyinforeignMNC治理技能?Excellent通用技Communication能SkillBusinessorstatisticsrelated?CompliantHandlingexperience?Coordination?Communication职位目的与职责职位目的（存在的Toprovidecustomercareservicetosuppo

3、rtefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompany理由，限制asawhole.和目标）责任职责范围级不（全衡量标准(名称、定义、该职责所要达到的结果/目标)部/部(数量、质量)分/协助）战略层?业面务战术层?类面3/5?Tohandleandresolvecustomercomplaintsreferredbyhotline,write-in,emails,media?Toconductperiodicmysteryshoppe

4、rprogramstokeeptrackservicestandardsandcustomersatisfactionlevels?Toprepareperiodicreportsoncomplaintcasesandanalysiscustomerfeedbackto操作层reflectweaknessonAll面productdecide/servicestandard/businessflowandidentifyroomsforimprovement?Tocollaboratewithbuddyteamstomonitorpe

5、rformances,foreseeandreacttochangingcustomerrequirements.?KPIsforcustomercareservice?Internalcustomersatisfaction?Externalcustomersatisfaction治理类?5/5