客服部崗位職責

現如今，各種崗位職責頻頻出現，崗位職責包括崗位職務範圍、實現崗位目標的責任、崗位環境、崗位任職資格及各個崗位之間的相互關係等。制定崗位職責的.注意事項有許多，你確定會寫嗎？下面是小編整理的客服部崗位職責，希望對大家有所幫助。

工作職責:

1.負責客户服務標準、操作流程的制定,規範客户服務行為。

2.負責客户關係的維護與開發管理,並及時與銷售和技術團隊溝通。

3.負責客户諮詢、投訴等監督檢查工作,發現問題及時處理。

4.負責客户回訪制度的建立,並監督實施。

5.負責客服部的團隊建設。

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.客户服務部的週期性工作報告;

8.及時完成上級領導交辦的其他任務。

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 index on CSS;

4. To communicate with customer on behalf of company on the implementation of business terms in customer's 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.本科或以上學歷,年齡32至38歲;

2. 5年以上客户服務工作經驗,三年以上團隊管理工作經驗,

3.有高度的責任心和客户服務意識,親和力強,有耐心,學習能力強;

4.具備良好的流程建設能力,優秀的溝通能力和談判技巧;

5.熟練辦公軟件應用,如Word、Excel,PPT等;

6.注重細節,以客户為核心,以結果為導向;

7.優秀的分析能力和系統化管理能力;

8.英語聽、説、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 experience 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. Excellent application skills in MS, such as Word, Excel, PPT,etc;

6. Details sensitive, high achievement and customer oriented;

7. Excellent analytical skills and systematic work approach;

8. English communication(in speaking, redaing, writing) is a must.