崗位職責是什么
服務(wù)客戶崗位，是企業(yè)中直接與客戶接觸的重要角色，主要負責滿足客戶需求、解決客戶問題，以及建立和維護良好的客戶關(guān)系。
崗位職責要求
1. 深度理解公司產(chǎn)品和服務(wù)，能夠準確、全面地向客戶介紹。
2. 具備出色的溝通技巧，能夠傾聽客戶的需求，有效傳達企業(yè)的價值主張。
3. 良好的問題解決能力，能夠在遇到客戶問題時迅速找到解決方案。
4. 熱情、耐心、專業(yè)，始終保持以客戶為中心的服務(wù)態(tài)度。
5. 注重細節(jié)，能夠捕捉到客戶的潛在需求，提供個性化的服務(wù)。
6. 能夠適應(yīng)快節(jié)奏的工作環(huán)境，處理多任務(wù)并保持高效。
7. 有一定的團隊協(xié)作能力，與內(nèi)部各部門緊密合作，共同提升客戶滿意度。
崗位職責描述
服務(wù)客戶崗位是企業(yè)形象的窗口，其工作涉及到客戶咨詢、訂單處理、售后服務(wù)等多個環(huán)節(jié)。這個角色需要對客戶進行全方位的關(guān)注，從初次接觸開始，通過建立信任關(guān)系，引導(dǎo)他們了解和使用公司的產(chǎn)品或服務(wù)。在過程中，服務(wù)客戶專員需展現(xiàn)出專業(yè)的知識水平和人際交往能力，確保客戶體驗的優(yōu)質(zhì)與順暢。
有哪些內(nèi)容
1. 客戶接待：接待來電、來訪的客戶，提供咨詢服務(wù)，解答關(guān)于產(chǎn)品、服務(wù)及政策的疑問。
2. 銷售支持：協(xié)助銷售團隊完成銷售流程，包括報價、合同審核和訂單處理。
3. 問題解決：處理客戶投訴，協(xié)調(diào)內(nèi)部資源，及時解決客戶遇到的問題。
4. 關(guān)系維護：定期跟進客戶，了解他們的需求變化，提供定制化服務(wù)，提升客戶忠誠度。
5. 反饋傳遞：收集客戶反饋，將市場信息和客戶需求傳遞給產(chǎn)品開發(fā)和管理層，推動產(chǎn)品改進和服務(wù)優(yōu)化。
6. 培訓(xùn)與發(fā)展：參加產(chǎn)品知識更新培訓(xùn)，不斷提升服務(wù)質(zhì)量，同時可能需要對新員工進行客戶服務(wù)技巧的指導(dǎo)。
7. 數(shù)據(jù)分析：跟蹤客戶滿意度指標，分析服務(wù)效果，為業(yè)務(wù)決策提供數(shù)據(jù)支持。
服務(wù)客戶崗位的核心任務(wù)是確?？蛻魸M意，通過提供優(yōu)質(zhì)的服務(wù)，促進客戶與企業(yè)的長期合作，從而實現(xiàn)企業(yè)的業(yè)務(wù)目標。
服務(wù)客戶崗位職責范文
第1篇 服務(wù)客戶經(jīng)理崗位職責
1、負責市場開發(fā)、客戶維護和銷售管理等工作；
2、負責年度銷售的預(yù)測，目標的制定及分解；
3、確定銷售部門目標體系和銷售配額；
4、制定銷售計劃和銷售預(yù)算；
5、負責銷售渠道和客戶的管理。
第2篇 售后服務(wù)客戶經(jīng)理崗位職責
service sales manager/account manager 售后服務(wù)銷售/客戶經(jīng)理 macgregor 麥基嘉 麥基嘉(上海)貿(mào)易有限公司,麥基嘉 key accountabilities:
1. developing and maintaining customer relations with the shipowners.
2. to identify sales opportunities within gls, and facilitating the transition to engagement
3. to promote and obtain aftersales service jobs contracts (ie: pre-docking inspection, dry-docking supervision, repair, overhaul, modification & conversion, crews training and final testing) from our shipowners having their vessels installed with our macgregor equipment onboard.
4. to promote and obtain tpe modification & conversion jobs.
5. to obtain annual routine service agreement.
6. to sign lifecycle service agreement with our vvip & vip shipowners.
7. to come with constructive customers visiting reports.
8. to promote to our shipowners should always purchase genuine original spare parts from macgregor.
9. assist our spare parts & service sales team thru visiting our shipowners to obtain long overdue outstanding payments.
10. responsible of preparation of quotations and to send tender material to customer. plan, lead each tender and assure that the customers get response according to their needs.
11. handle all necessary correspondence/communications to customer regarding commercial issues.
12. commercial negotiation with customers, incl. price, payment terms and other terms.
qualifications:
1. four year university degree in mechanics, electricity, shipbuilding or other technical area;
2. have positive mindset and cooperate well with our sales & services teams.
3. have good relationship with international & china shipowners and china repair shipyards.
4. sales and negotiation skills, strong sense customer care;
5. 8+ years in the similar position, shipbuilding, ship equipment preferred;
6. very e_cellent communication skills and interpersonal skills;
7. very good english, both written and speaking;
第3篇 服務(wù)客戶服務(wù)崗位職責
service sales manager/account manager 售后服務(wù)銷售/客戶經(jīng)理 macgregor 麥基嘉 麥基嘉(上海)貿(mào)易有限公司,麥基嘉 key accountabilities:
1. developing and maintaining customer relations with the shipowners.
2. to identify sales opportunities within gls, and facilitating the transition to engagement
3. to promote and obtain aftersales service jobs contracts (ie: pre-docking inspection, dry-docking supervision, repair, overhaul, modification & conversion, crews training and final testing) from our shipowners having their vessels installed with our macgregor equipment onboard.
4. to promote and obtain tpe modification & conversion jobs.
5. to obtain annual routine service agreement.
6. to sign lifecycle service agreement with our vvip & vip shipowners.
7. to come with constructive customers visiting reports.
8. to promote to our shipowners should always purchase genuine original spare parts from macgregor.
9. assist our spare parts & service sales team thru visiting our shipowners to obtain long overdue outstanding payments.
10. responsible of preparation of quotations and to send tender material to customer. plan, lead each tender and assure that the customers get response according to their needs.
11. handle all necessary correspondence/communications to customer regarding commercial issues.
12. commercial negotiation with customers, incl. price, payment terms and other terms.
qualifications:
1. four year university degree in mechanics, electricity, shipbuilding or other technical area;
2. have positive mindset and cooperate well with our sales & services teams.
3. have good relationship with international & china shipowners and china repair shipyards.
4. sales and negotiation skills, strong sense customer care;
5. 8+ years in the similar position, shipbuilding, ship equipment preferred;
6. very e_cellent communication skills and interpersonal skills;
7. very good english, both written and speaking;
第4篇 服務(wù)客戶崗位職責
售后服務(wù)總監(jiān) 彩迅工業(yè)(深圳)有限公司 彩迅工業(yè)(深圳)有限公司,彩迅 工作職責 :
1. 負責客戶服務(wù)標準、操作流程的制定,規(guī)范客戶服務(wù)行為。
2. 負責客戶關(guān)系的維護與開發(fā)管理,并及時與銷售和技術(shù)團隊溝通。
3. 負責客戶咨詢、投訴等監(jiān)督檢查工作,發(fā)現(xiàn)問題及時處理。
4. 負責客戶回訪制度的建立,并監(jiān)督實施。
5. 負責客服部的團隊建設(shè)。
6. 定期向上級反饋可行性工作方法,及工作流程等改進建議。
7. 客戶服務(wù)部的周期性工作報告;
8. 及時完成上級領(lǐng)導(dǎo)交辦的其他任務(wù)。
key responsibilities:
1. to manage the daily customer service affairs and escalate to overseas operations management director for any abnormity & risks;
2. to provide training programs to improve individual and sustain a highly effective team;
3. objective management to team members and review with staff to ensure high level inde_ on css;
4. to communicate with customer on behalf of company on the implementation of business terms in customers pos as well as the forecast;
5. to be responsible for customer satisfaction management program, collect the survey and share within management team for correction actions:
6. to maintain budgetary controls and provide options for cost down;
7. to properly handle customer complaints, responsible for iso process / documents / audit related to cs;
8. other duties as required.
崗位要求:
1. 本科或以上學(xué)歷,年齡32至38歲;
2. 5年以上客戶服務(wù)工作經(jīng)驗, 三年以上團隊管理工作經(jīng)驗,
3. 有高度的責任心和客戶服務(wù)意識,親和力強,有耐心,學(xué)習(xí)能力強;
4. 具備良好的流程建設(shè)能力,優(yōu)秀的溝通能力和談判技巧;
5. 熟練辦公軟件應(yīng)用,如word、e_cel,ppt等;
6. 注重細節(jié),以客戶為核心,以結(jié)果為導(dǎo)向;
7. 優(yōu)秀的分析能力和系統(tǒng)化管理能力;
8. 英語聽、說、讀寫流利,此為必備條件。
qualifications:
1. bachelor degree or above, 32 to 38 years old;
2. 5 or above years solid e_perience working in customer service section, 3 years management & leadership skills;
3. advanced communication and negotiation skills (presentation, customer interaction skills);
4. proven leadership skills & demonstrated strong performance in prior roles, with increasing levels of responsibility & independence;
5. e_cellent application skills in ms, such as word, e_cel, ppt,etc;
6. details sensitive, high achievement and customer oriented;
7. e_cellent analytical skills and systematic work approach;
8. english communication(in speaking, redaing, writing) is a must.
第5篇 it服務(wù)客戶經(jīng)理崗位職責
大客戶服務(wù)經(jīng)理(it行業(yè)) 263網(wǎng)絡(luò)通信 二六三網(wǎng)絡(luò)通信股份有限公司,263網(wǎng)絡(luò)通信,二六三,二六三網(wǎng)絡(luò)通信 崗位職責
負責華東區(qū)域直播/電話會議大客戶服務(wù)工作,達成服務(wù)質(zhì)量要求,包括:
1、及時響應(yīng)、協(xié)調(diào)解決產(chǎn)品日常使用問題,協(xié)助客戶做好產(chǎn)品技術(shù)對接,提升客戶的使用體驗;
2、定期客戶拜訪,了解客戶對公司服務(wù)和產(chǎn)品的需求,促進產(chǎn)品和服務(wù)改進,維護客戶關(guān)系;
3、通過服務(wù)提高大客戶的滿意度、增加客戶粘性,促進客戶的續(xù)約;
4、部門安排的其他客戶支持工作。
任職條件
1、 性別不限,年齡25-30歲;
2、計算機、通信電子信息等it相關(guān)專業(yè)背景,或?qū)t基礎(chǔ)知識有了解;
3、2年以上it互聯(lián)網(wǎng)領(lǐng)域技術(shù)支持或服務(wù)經(jīng)驗,有商業(yè)直播、電話會議行業(yè)工作經(jīng)驗者優(yōu)先;
4、樂觀向上,積極主動服務(wù)客戶,用心為客戶解憂的精神。
第6篇 服務(wù)客戶服務(wù)經(jīng)理崗位職責
service sales manager/account manager 售后服務(wù)銷售/客戶經(jīng)理 macgregor 麥基嘉 麥基嘉(上海)貿(mào)易有限公司,麥基嘉 key accountabilities:
1. developing and maintaining customer relations with the shipowners.
2. to identify sales opportunities within gls, and facilitating the transition to engagement
3. to promote and obtain aftersales service jobs contracts (ie: pre-docking inspection, dry-docking supervision, repair, overhaul, modification & conversion, crews training and final testing) from our shipowners having their vessels installed with our macgregor equipment onboard.
4. to promote and obtain tpe modification & conversion jobs.
5. to obtain annual routine service agreement.
6. to sign lifecycle service agreement with our vvip & vip shipowners.
7. to come with constructive customers visiting reports.
8. to promote to our shipowners should always purchase genuine original spare parts from macgregor.
9. assist our spare parts & service sales team thru visiting our shipowners to obtain long overdue outstanding payments.
10. responsible of preparation of quotations and to send tender material to customer. plan, lead each tender and assure that the customers get response according to their needs.
11. handle all necessary correspondence/communications to customer regarding commercial issues.
12. commercial negotiation with customers, incl. price, payment terms and other terms.
qualifications:
1. four year university degree in mechanics, electricity, shipbuilding or other technical area;
2. have positive mindset and cooperate well with our sales & services teams.
3. have good relationship with international & china shipowners and china repair shipyards.
4. sales and negotiation skills, strong sense customer care;
5. 8+ years in the similar position, shipbuilding, ship equipment preferred;
6. very e_cellent communication skills and interpersonal skills;
7. very good english, both written and speaking;
第7篇 服務(wù)客戶維護崗位職責
服務(wù)銷售代表 (客戶維護&開發(fā)) 信達思 信達思(蘇州)企業(yè)服務(wù)有限公司,信達思,信達思 職責描述:
1.客戶服務(wù)和產(chǎn)品遞送---負責達成和超越客戶滿意目標
2.保證滿足所有現(xiàn)有客戶的每個服務(wù)機會
3. 將業(yè)務(wù)丟失量最小化
4.用于尺寸更改、服裝升級和丟失替換而產(chǎn)生的成本符合公司的目標。
5. 現(xiàn)有客戶的業(yè)務(wù)增長
6. 所有其它任務(wù)—執(zhí)行其他指定任務(wù),包括實施職責和任務(wù),使用技巧并在所需條件下執(zhí)行所有指定任務(wù)。
任職要求:
1. 教育----大專學(xué)歷及以上
2.工作經(jīng)驗– 三年以上工作,若有服務(wù)經(jīng)驗則更佳。
3. 良好的溝通能力
4. 良好的人際交流
5. 有一定的決策能力
6. 具體基本的英語語言/數(shù)學(xué)能力
第8篇 服務(wù)客戶專員崗位職責
客戶服務(wù)專員 蘇州市立普醫(yī)療科技有限公司 蘇州市立普醫(yī)療科技有限公司,立普醫(yī)療,市立普 職責描述:
1. 負責與原廠商務(wù)專員高效對接,嚴格執(zhí)行公司的商務(wù)政策,受理與經(jīng)銷商訂單相關(guān)的日常事務(wù)并積極響應(yīng)經(jīng)銷商的訂單需求;
2. 負責對經(jīng)銷商進行電話培訓(xùn),準確解決經(jīng)銷商在下單過程中的疑問;
3. 熟練掌握系統(tǒng)操作,對訂單進行及時的確認,錄入,跟蹤和反饋;明確了解和記錄訂單的進度和狀態(tài),向經(jīng)銷商提供訂單相關(guān)信息;
4. 負責接收售后服務(wù)意見與建議和質(zhì)量投訴的初步受理;
5. 維護經(jīng)銷商訂單記錄的主數(shù)據(jù)信息和報表,定期匯報給商務(wù)經(jīng)理。
任職資格:
1、踏實穩(wěn)定,年齡希望在30 歲(含)及以下,有2-3 年客服相關(guān)經(jīng)驗者優(yōu)先;
2、 熟練掌握企業(yè)運營和訂單管理系統(tǒng),例如:有erp,金蝶,sap ,oracel,dms 等操作經(jīng)驗者優(yōu)先;
3、 熟悉office 辦公軟件,主要包括outlook,e_cel 等;
4、性格開朗,善于與他人溝通;
5、敬業(yè)心,責任心,耐心,積極主動,執(zhí)行力強,注重細節(jié)。
第9篇 服務(wù)客戶主管崗位職責
客戶服務(wù)中心-供應(yīng)商管理主管(j13838) 北京金風(fēng)科創(chuàng)風(fēng)電設(shè)備有限公司 北京金風(fēng)科創(chuàng)風(fēng)電設(shè)備有限公司分支機構(gòu) 工作職責:
1、 優(yōu)化修訂相關(guān)流程、制度,定期組織對供應(yīng)商的評價,并對供方檔案資料進行系統(tǒng)管理;
2、 跟蹤外包質(zhì)量、安全及服務(wù)的及時性;
3、 管理和維護供應(yīng)商的友好合作關(guān)系,梳理合格的服務(wù)外包供應(yīng)商名錄;
4、 結(jié)合相關(guān)業(yè)務(wù)部門需求,綜合應(yīng)用公開招標、框架合同、三方比價及競爭性談判等方式進行外包成本控制;
5、 充分利用供方的企業(yè)資源,提升公司技術(shù)能力及降低供應(yīng)鏈成本。
任職資格:
1、 本科及以上學(xué)歷,3年以上供應(yīng)商管理工作經(jīng)驗。制造、能源、風(fēng)電行業(yè)優(yōu)先;
2、 專業(yè)要求:管理類、項目管理類、統(tǒng)計類等相關(guān)專業(yè);
3、 掌握業(yè)務(wù)相關(guān)基本理論及評估技能;
4、 有能力組織實施供應(yīng)商的評價管理及分級工作;
5、 熟悉三標管理體系,時刻保持對質(zhì)量、環(huán)境及安全要素的敏銳度;
6、 有良好的服務(wù)意識 ,良好的組織溝通能力.
