崗位職責(zé)是什么
客戶投訴崗位是企業(yè)運(yùn)營(yíng)中至關(guān)重要的一個(gè)環(huán)節(jié)，主要負(fù)責(zé)處理來(lái)自客戶的各種投訴和不滿，通過(guò)有效的溝通和問(wèn)題解決，維護(hù)客戶滿意度，確保企業(yè)形象和業(yè)務(wù)的正常運(yùn)行。
崗位職責(zé)要求
1. 具備出色的溝通技巧，能理解和尊重客戶的情緒，以平和、專業(yè)的態(tài)度應(yīng)對(duì)各種投訴。
2. 熟悉企業(yè)產(chǎn)品和服務(wù)，能迅速定位問(wèn)題，提供準(zhǔn)確的解決方案。
3. 擁有良好的問(wèn)題解決能力，能在壓力下迅速分析并處理復(fù)雜情況。
4. 精通相關(guān)法律法規(guī)，確保企業(yè)在處理投訴過(guò)程中遵守法規(guī)，保護(hù)企業(yè)權(quán)益。
5. 具備一定的數(shù)據(jù)分析能力，能夠識(shí)別投訴的模式和趨勢(shì)，為改進(jìn)服務(wù)提供建議。
崗位職責(zé)描述
客戶投訴崗位的工作日常包括接聽(tīng)電話、回復(fù)電子郵件、處理社交媒體上的投訴，以及面對(duì)面解決客戶的問(wèn)題。此崗位需要密切關(guān)注客戶的需求和反饋，對(duì)每一個(gè)投訴進(jìn)行詳細(xì)記錄，分析其原因，并及時(shí)向相關(guān)部門報(bào)告，協(xié)調(diào)資源進(jìn)行問(wèn)題解決。該崗位還需要定期報(bào)告投訴情況，以便管理層了解客戶滿意度狀況，及時(shí)調(diào)整策略。
有哪些內(nèi)容
1. 接待與記錄：接收客戶的投訴，無(wú)論是電話、郵件還是現(xiàn)場(chǎng)，都需要耐心傾聽(tīng)，詳細(xì)記錄投訴內(nèi)容及客戶的需求。
2. 問(wèn)題分析：分析投訴的原因，評(píng)估其影響范圍，確定問(wèn)題的優(yōu)先級(jí)。
3. 協(xié)調(diào)解決：與相關(guān)部門合作，制定并執(zhí)行解決方案，確保問(wèn)題得到妥善處理。
4. 跟進(jìn)反饋：與客戶保持溝通，確認(rèn)問(wèn)題解決的效果，確?？蛻魸M意。
5. 報(bào)告編寫：整理投訴數(shù)據(jù)，編寫報(bào)告，反映投訴的頻率、類型和趨勢(shì)，為管理層決策提供依據(jù)。
6. 流程優(yōu)化：根據(jù)投訴情況，提出改善服務(wù)流程、提高客戶體驗(yàn)的建議。
7. 培訓(xùn)與指導(dǎo)：參與員工培訓(xùn)，提升團(tuán)隊(duì)對(duì)客戶投訴處理的能力和意識(shí)。
客戶投訴崗位是企業(yè)與客戶之間的橋梁，其工作質(zhì)量和效率直接影響到企業(yè)的聲譽(yù)和客戶忠誠(chéng)度。因此，這個(gè)崗位需要具備高度的責(zé)任心和專業(yè)素養(yǎng)，始終以客戶為中心，致力于提供優(yōu)質(zhì)的解決方案，以達(dá)到提升客戶滿意度和企業(yè)業(yè)績(jī)的目標(biāo)。
客戶投訴崗位職責(zé)范文
第1篇 客戶投訴崗位職責(zé)
客戶投訴專員 華夏陽(yáng)光地產(chǎn)有限公司 華夏陽(yáng)光地產(chǎn)有限公司,華夏陽(yáng)光 任職要求:
1、熟悉房地產(chǎn)開(kāi)發(fā)流程,能熟練使用房地產(chǎn)管理系統(tǒng);
2、具備三年以上客戶投訴處理工作經(jīng)驗(yàn),了解客戶投訴處理流程;
3、具備房地產(chǎn)客戶投訴處理涉及的專業(yè)知識(shí);
4、良好的溝通、表達(dá)能力;高度的工作責(zé)任心;
5、熟練使用各類辦公系統(tǒng)軟件。
第2篇 客戶投訴管理崗位職責(zé)
客戶投訴管理主管 捷孚傳動(dòng) 捷孚傳動(dòng)科技有限公司,捷孚傳動(dòng),捷孚傳動(dòng) 職責(zé)描述:
1. 負(fù)責(zé)建立客戶質(zhì)量投訴處理的流程;
2. 負(fù)責(zé)客戶質(zhì)量指標(biāo)的收集和更新,并與客戶保持良好的溝通渠道,必要時(shí)到故障現(xiàn)場(chǎng)進(jìn)行確認(rèn);
3. 負(fù)責(zé)組織相關(guān)部門進(jìn)行診斷、分析與改進(jìn),并向客戶提交質(zhì)量報(bào)告;
4. 負(fù)責(zé)有關(guān)客戶投訴問(wèn)題的措施跟蹤和驗(yàn)證;
5. 負(fù)責(zé)匯總分析客戶質(zhì)量投訴報(bào)表和分析報(bào)告,定期向質(zhì)量負(fù)責(zé)人匯報(bào)。
任職要求:
1. 教育背景,大學(xué)本科(或以上),車輛工程或機(jī)械專業(yè);
2. 工作經(jīng)驗(yàn),5年以上質(zhì)量或客戶服務(wù)相關(guān)工作經(jīng)驗(yàn),3年以上自動(dòng)變速器生產(chǎn)或客戶質(zhì)量投訴處理經(jīng)驗(yàn);
3. 良好的溝通技巧和團(tuán)隊(duì)協(xié)作力;
4. 較強(qiáng)的抗壓能力
5. 良好的邏輯思維能力和報(bào)告編撰能力;
6. 外語(yǔ)水平,讀寫良好;計(jì)算機(jī)水平,能熟練操作office等辦公軟件。
第3篇 客戶投訴處理崗位職責(zé)
客戶服務(wù)/投訴處理/客服專員 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司,hrs,驛舒達(dá) we are looking for a shanghai based 2nd level agent china (m/f) that provides contribution to the continuous improvement of services for hrs customers.
at hrs group “we love to make it happen”: we are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. it is our goal to make the booking e_perience simple and smart. our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. the hrs group continues to e_pand and employs more than 1,500 people in 27 offices across the world – including cologne, shanghai, london, mumbai and sydney.
to fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. do you also want to make it happen at hrs?
the challenge you are up for.
- take end-to-end responsibility of dealing with complaints from hrs customers with e_cellent quality and service standards
- clarify the causes of customer complaints with internal and e_ternal contacts
- process the customer complaints with optimal solution
- maintain and manage the customer data in the system
- participate in process optimization project
the commitment you bring
- bachelor’s degree or above
- 3 years of working e_perience in complaint management, ideally in the hospitality or tourism industry
- good knowledge in pc application, with proficiency in using call-centre-systems or other related specified software
- a structured, independent and service oriented working style
- fluency in english, spoken and written
the reward you get
- a high impact quality specialist role with high degrees of responsibility and autonomy
- plenty of room for personal growth and professional development
- a highly talented, passionate and international team that revolutionizes the travel industry
- strong team performance and a transparent results focus towards one shared direction
- a modern working environment
第4篇 客戶投訴主管崗位職責(zé)
客戶投訴管理主管 捷孚傳動(dòng) 捷孚傳動(dòng)科技有限公司,捷孚傳動(dòng),捷孚傳動(dòng) 職責(zé)描述:
1. 負(fù)責(zé)建立客戶質(zhì)量投訴處理的流程;
2. 負(fù)責(zé)客戶質(zhì)量指標(biāo)的收集和更新,并與客戶保持良好的溝通渠道,必要時(shí)到故障現(xiàn)場(chǎng)進(jìn)行確認(rèn);
3. 負(fù)責(zé)組織相關(guān)部門進(jìn)行診斷、分析與改進(jìn),并向客戶提交質(zhì)量報(bào)告;
4. 負(fù)責(zé)有關(guān)客戶投訴問(wèn)題的措施跟蹤和驗(yàn)證;
5. 負(fù)責(zé)匯總分析客戶質(zhì)量投訴報(bào)表和分析報(bào)告,定期向質(zhì)量負(fù)責(zé)人匯報(bào)。
任職要求:
1. 教育背景,大學(xué)本科(或以上),車輛工程或機(jī)械專業(yè);
2. 工作經(jīng)驗(yàn),5年以上質(zhì)量或客戶服務(wù)相關(guān)工作經(jīng)驗(yàn),3年以上自動(dòng)變速器生產(chǎn)或客戶質(zhì)量投訴處理經(jīng)驗(yàn);
3. 良好的溝通技巧和團(tuán)隊(duì)協(xié)作力;
4. 較強(qiáng)的抗壓能力
5. 良好的邏輯思維能力和報(bào)告編撰能力;
6. 外語(yǔ)水平,讀寫良好;計(jì)算機(jī)水平,能熟練操作office等辦公軟件。
第5篇 客戶投訴處理專員崗位職責(zé)
客戶服務(wù)/投訴處理/客服專員 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司,hrs,驛舒達(dá) we are looking for a shanghai based 2nd level agent china (m/f) that provides contribution to the continuous improvement of services for hrs customers.
at hrs group “we love to make it happen”: we are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. it is our goal to make the booking e_perience simple and smart. our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. the hrs group continues to e_pand and employs more than 1,500 people in 27 offices across the world – including cologne, shanghai, london, mumbai and sydney.
to fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. do you also want to make it happen at hrs?
the challenge you are up for.
- take end-to-end responsibility of dealing with complaints from hrs customers with e_cellent quality and service standards
- clarify the causes of customer complaints with internal and e_ternal contacts
- process the customer complaints with optimal solution
- maintain and manage the customer data in the system
- participate in process optimization project
the commitment you bring
- bachelor’s degree or above
- 3 years of working e_perience in complaint management, ideally in the hospitality or tourism industry
- good knowledge in pc application, with proficiency in using call-centre-systems or other related specified software
- a structured, independent and service oriented working style
- fluency in english, spoken and written
the reward you get
- a high impact quality specialist role with high degrees of responsibility and autonomy
- plenty of room for personal growth and professional development
- a highly talented, passionate and international team that revolutionizes the travel industry
- strong team performance and a transparent results focus towards one shared direction
- a modern working environment
