客户关怀专员岗位说明书.docx

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客户关怀专员职位描述文件职位识别信息职位名称 Customer Care Officer, Customer Care 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 Manager, Customer Care 汇报职位直接下级职位 Nil 人员管理权限薪酬 □无□建议权 □决定权直接下级人数 0 绩效 □无 □建议权 □决定权直接管辖团队 0 配备 □无 □建议权 □决定权业务指导职位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 University or above 专业方向 Business or statistics related 工作经验 • Two years Customer Service or Contact Centre Operation preferably in foreign MNC 行业经验 · Compliant Handling experience 培训经历管理技能 • Coordination 专业技能 • Excellent Communication Skill 通用技能 • Communication 职位目的与职责职位目的（存在的理由，限制和目标） To provide customer care service 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 • 战术层面 • 操作层面 • To handle and resolve customer complaints referred by hotline, write-in, emails, media • To conduct periodic mystery shopper programs to keep track service standards and customer satisfaction levels • To prepare periodic reports on complaint cases and analysis customer feedback to reflect weakness on product decide/service standard/business flow and identify rooms for improvement • To 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 interests All • KPIs for customer care service • Internal customer satisfaction • External customer satisfaction 管理类 •

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