客戶關(guān)懷專員崗位說明書

1、客戶關(guān)懷專員職位描述文件職位識(shí)別信息職位名稱Customer Care Officer, Customer Care所屬部門ContactCenter職位編號(hào)所在城市工作地點(diǎn)ContactCenter出差要求無偶爾經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Manager, Customer Care匯報(bào)職位直接下級(jí)職位Nil人員管理權(quán)限薪酬無建議權(quán) 決定權(quán)直接下級(jí)人數(shù)0績效無 建議權(quán) 決定權(quán)直接管轄團(tuán)隊(duì)0配備無 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影響的外部機(jī)構(gòu)受到職位影響的外部機(jī)構(gòu)任職資格教育程度University or above專業(yè)方向Business or statist

2、ics related工作經(jīng)驗(yàn)Two years Customer Service or Contact Centre Operation preferably inforeign MNC行業(yè)經(jīng)驗(yàn)Compliant Handling experience培訓(xùn)經(jīng)歷管理技能Coordination專業(yè)技能Excellent Communication Skill通用技能Communication職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）To provide customer care service to support efficient operations of the contact

3、 center as well as various business lines of the company as a whole.職責(zé)范圍(名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo))責(zé)任級(jí)別（全部/部分/協(xié)助）衡量標(biāo)準(zhǔn)(數(shù)量、質(zhì)量)業(yè)務(wù)類戰(zhàn)略層面戰(zhàn)術(shù)層面操作層面To handle and resolve customer complaints referred by hotline, write-in, emails, mediaTo conduct periodic mystery shopper programs to keep track service standards and

4、customer satisfaction levelsTo prepare periodic reports on complaint cases and analysis customer feedback to reflect weakness on product decide/service standard/business flow and identify rooms for improvementTo collaborate with buddy teams to monitor performances, foresee and react to changing customer requirements. To identify potential business/operational risks and to initiate action plans to protect company interestsAllKPIs for customer care