旅游顾问岗位职责样本.doc

旅游顾问职位描述文件
职位识别信息
职位名称
Travel Consultant
所属部门
Contact Center
职位编号

所在城市

工作地点
Contact Center
出差要求
□无□偶然□常常□常驻
版本号
V1.0
生效日期

工作网络关系
直接上级职位
Lead Travel Consultant, Operations
汇报职位

直接下级职位

人员管理权限
薪酬
□无□提议权 □决定权
直接下级人数

绩效
□无 □提议权 □决定权
直接管辖团体

配置
□无 □提议权 □决定权
业务指导职位
Sr. VP, Contact Center; General Managers of other departments
对职位产生影响外部机构

受到职位影响外部机构

任职资格
教育程度
Post-secondary
专业方向
travel, aviation, hospitality or business or social science related subjects
工作经验
• Min. 1/2 year or above in Customer Care or Call Centre Operation experience
行业经验

培训经历

管理技能
•
专业技能
• provide quality sales and services to customer
通用技能

• Communication
职位目标和职责
职位目标（存在理由，限制和目标）
To responsible to provide quality sales and services to CTII potential customer and members to support efficient operations of the contact center as well as various business lines of the company as a whole.

职责范围
(名称、定义、该职责所要达成结果/目标)
责任等级
（全部/部分/帮助）
衡量标准
(数量、质量)
业务类
Operational level
• To responsible to handle inbound calls, e-mails or fax in regarding to the sales or inquires of HOTEL, AIRTICKETS or PACKAGES..
• To meet the individual Key Performance Indicators (KPI) and constantly improve service qualities
• To handle any customers complaints.
• To feedback any process issues or customer dissatisfaction to team leaders or Quality Assurance Section.
• To handle any follow up request or bookings with internal department, airlines or partner hotels.
All
•
• KPIs for sales and customer service
• Internal customer satisfaction
• External customer satisfaction
• Staff attrition