1、
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 □
2、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
3、 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
4、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 custom
5、er 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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