客户关怀经理岗位说明书.docx

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客户关怀经理职位描述文件职位识别信息职位名称 Manager, Customer Care 所属部门 Contact Center 职位编号所在城市 SZ 工作地点出差要求 □无□偶尔□经常□常驻版本号 V1.0 生效日期工作网络关系直接上级职位 Sr. VP, Contact Center Operation 汇报职位直接下级职位 Customer Care Officer; Retention Officer 人员管理权限薪酬 □无□建议权 □决定权直接下级人数 2 绩效 □无 □建议权 □决定权直接管辖团队 8 配备 □无 □建议权 □决定权业务指导职位 VP, Contact Center Operation; General Manager of other departments 对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度 Graduate with business or hospitality related degree 专业方向 Operation management in contact center industry 工作经验 • More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs 行业经验 Contact center 培训经历管理技能 • Control • Planning • Delegation • Coordination 专业技能 • Sales and Service Management, COPC knowledge 通用技能 • Communication • Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标） To achieve and exceed customer satisfaction targets 职责范围 (名称、定义、该职责所要达到的结果/目标) 责任级别（全部/部分/协助）衡量标准 (数量、质量) 业务类战略层面 • To formulate customer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. • Full • Senior management assessment Operational Level • To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on external sales and service policies • To lead a team in performing mystery shoppers programs • To lead a team in constantly review customer feedback and improve internal process effectiveness • To effectively manage and resolve customer complaints from internal and external channels • To plan and implement continuous improvement mechanism such as COPC • All • KPIs on customer care • Internal customer satisfaction • External customer satisfaction

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