- 目錄
崗位職責是什么
客戶投訴崗位職責主要涉及處理來自客戶的不滿、疑問或問題，以維護公司的品牌形象和客戶滿意度。這一角色的核心在于理解客戶需求，快速響應，并采取有效的解決措施，確保客戶的問題得到妥善解決。
崗位職責要求
1. 熟悉公司產品和服務：具備全面的產品知識，能夠準確解答客戶關于產品或服務的疑問。
2. 強烈的服務意識：始終以客戶為中心，展示出高度的耐心和同理心，確保客戶感受到尊重和關注。
3. 良好的溝通技巧：能清晰、有效地傳達信息，無論是口頭還是書面，都能準確理解客戶的需求并進行反饋。
4. 問題解決能力：面對復雜或敏感的投訴，能迅速分析問題根源，提出并實施解決方案。
5. 情緒管理：在壓力下保持冷靜，面對情緒激動的客戶也能保持專業(yè)和禮貌。
崗位職責描述
客戶投訴專員的工作日常包括接聽電話、閱讀電子郵件或社交媒體上的客戶反饋，記錄投訴詳細信息，分析問題的本質，與相關部門協(xié)調以找到解決方案。他們需要定期跟進投訴進度，確保問題得到及時解決，并向客戶報告進展。此外，他們還需對投訴數(shù)據(jù)進行分析，識別潛在的模式或趨勢，為改進產品和服務提供建議。
有哪些內容
1. 投訴接收與記錄：收集客戶投訴的詳細信息，包括投訴時間、內容、影響范圍等，確保信息準確無誤。
2. 問題調查與分析：深入研究投訴，了解問題的根本原因，可能涉及到產品功能、服務質量或內部流程等方面。
3. 解決方案制定：與相關部門（如技術、銷售、售后服務等）協(xié)作，制定并執(zhí)行解決方案，確?？蛻魸M意。
4. 客戶溝通：保持與客戶的有效溝通，提供解決方案的更新，處理客戶的疑慮，確?？蛻粼谡麄€過程中感到被重視。
5. 數(shù)據(jù)分析與報告：定期匯總投訴數(shù)據(jù)，進行統(tǒng)計分析，找出問題的熱點，為管理層提供決策依據(jù)。
6. 改進措施建議：基于投訴情況，提出改進產品或服務的建議，防止類似問題的再次發(fā)生。
7. 內部培訓與分享：將處理投訴的經驗教訓分享給團隊，提高整個組織的客戶服務能力。
客戶投訴崗位的職責不僅是解決個案問題，更是通過持續(xù)改進，提升客戶體驗，從而增強公司的市場競爭力。
崗位職責客戶投訴范文
第1篇 客戶投訴管理崗位職責
客戶投訴管理主管 捷孚傳動 捷孚傳動科技有限公司,捷孚傳動,捷孚傳動 職責描述:
1. 負責建立客戶質量投訴處理的流程;
2. 負責客戶質量指標的收集和更新,并與客戶保持良好的溝通渠道,必要時到故障現(xiàn)場進行確認;
3. 負責組織相關部門進行診斷、分析與改進,并向客戶提交質量報告;
4. 負責有關客戶投訴問題的措施跟蹤和驗證;
5. 負責匯總分析客戶質量投訴報表和分析報告,定期向質量負責人匯報。
任職要求:
1. 教育背景,大學本科(或以上),車輛工程或機械專業(yè);
2. 工作經驗,5年以上質量或客戶服務相關工作經驗,3年以上自動變速器生產或客戶質量投訴處理經驗;
3. 良好的溝通技巧和團隊協(xié)作力;
4. 較強的抗壓能力
5. 良好的邏輯思維能力和報告編撰能力;
6. 外語水平,讀寫良好;計算機水平,能熟練操作office等辦公軟件。
第2篇 客戶投訴崗位職責
客戶投訴專員 華夏陽光地產有限公司 華夏陽光地產有限公司,華夏陽光 任職要求:
1、熟悉房地產開發(fā)流程,能熟練使用房地產管理系統(tǒng);
2、具備三年以上客戶投訴處理工作經驗,了解客戶投訴處理流程;
3、具備房地產客戶投訴處理涉及的專業(yè)知識;
4、良好的溝通、表達能力;高度的工作責任心;
5、熟練使用各類辦公系統(tǒng)軟件。
第3篇 客戶投訴處理崗位職責
客戶服務/投訴處理/客服專員 驛舒達酒店預訂服務(上海)有限公司 驛舒達酒店預訂服務(上海)有限公司,hrs,驛舒達 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
客戶投訴管理主管 捷孚傳動 捷孚傳動科技有限公司,捷孚傳動,捷孚傳動 職責描述:
1. 負責建立客戶質量投訴處理的流程;
2. 負責客戶質量指標的收集和更新,并與客戶保持良好的溝通渠道,必要時到故障現(xiàn)場進行確認;
3. 負責組織相關部門進行診斷、分析與改進,并向客戶提交質量報告;
4. 負責有關客戶投訴問題的措施跟蹤和驗證;
5. 負責匯總分析客戶質量投訴報表和分析報告,定期向質量負責人匯報。
任職要求:
1. 教育背景,大學本科(或以上),車輛工程或機械專業(yè);
2. 工作經驗,5年以上質量或客戶服務相關工作經驗,3年以上自動變速器生產或客戶質量投訴處理經驗;
3. 良好的溝通技巧和團隊協(xié)作力;
4. 較強的抗壓能力
5. 良好的邏輯思維能力和報告編撰能力;
6. 外語水平,讀寫良好;計算機水平,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
客戶服務/投訴處理/客服專員 驛舒達酒店預訂服務(上海)有限公司 驛舒達酒店預訂服務(上海)有限公司,hrs,驛舒達 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
