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1、客户关怀专员职位描述文件职位识不信息职位名称职位编号工作地点版本号工作网络关系直接上级职位直接下级职位直接下级Customer Care Officer, Customer CareContact CenterV1.0Manager,Customer CareNil所属部Contact Center门所在都市出差要无间或经常常驻求生效日期汇报职位人薪无建议权决定权员酬治绩人数直接管辖团队0无 建议权决定权理效权配0无 建议权决定权限备业务指导职位对职位产生阻碍的外部机构任职资格教育程度工作经验培训经历专业技能受到职位阻碍的外部机构University or专业方above向? Two year
2、sCustomerService or行业经Contact Centre验Operationpreferably inforeign MNC治理技能? Excellent通用技Communication能SkillBusiness or statisticsrelated? Compliant Handling experience? Coordination? Communication职位目的与职责职位目的（存在的To provide customer care serviceto support efficient operations ofthe contact center as w
3、ell as various business lines of the company理由，限制as a whole.和目标）责任职责范围级不（全衡量标准( 名称、定义、该职责所要达到的结果/ 目标 )部 / 部( 数量、质量 )分 / 协助）战略层?业面务战术层?类面3 / 5? To handle and resolve customer complaints referred by hotline, write-in, emails, media? To conduct periodic mystery shopper programs to keep track service st
4、andards and customer satisfaction levels? To prepare periodic reports on complaint cases and analysis customer feedback to操作层reflect weakness onAll面product decide/servicestandard/business flowand identify rooms forimprovement? To collaborate with buddy teams to monitor performances, foresee and react to changing customer requirements.?KPIs for customer careservice? Internal customer satisfaction? External customer satisfaction治理类?5 / 5