Manager,CustomerCare崗位說明書

1、職位識(shí)別信息職位名稱職位編號(hào)工作地點(diǎn)版本號(hào)工作網(wǎng)絡(luò)關(guān)系直截了當(dāng)上級(jí)職位直截了當(dāng)下級(jí)職位直截了當(dāng)下級(jí)人數(shù)直截了當(dāng)管轄團(tuán)隊(duì)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生阻礙的外部機(jī)構(gòu)任職資格教育程度工作體會(huì)培訓(xùn)經(jīng)歷Manager,CustomerCare 崗位說明書Manager, Customer Care所屬部門Contact Center所在都市出差要求無偶然經(jīng)常常駐V1.0生效日期Sr. VP, Contact Center匯報(bào)職Operation位Customer Care Officer;人薪Retention Officer無 建議權(quán) 決定權(quán)員酬8治績理無 建議權(quán) 決定權(quán)效權(quán)配限無 建議權(quán) 決定權(quán)備酒店、航

2、空公司、 電訊運(yùn)營受到職位酒店、航空公司、 電訊運(yùn)營商、商、公司客戶阻礙的外公司客戶部機(jī)構(gòu)Graduate with business orOperation management inhospitality related degree專業(yè)方向contact center industry?More than 5 yearsContact Centre Operationexperience, 2 of which inmanagerial or senior行業(yè)體會(huì)Contact centersupervisory rolepreferably in foreignMNCs? 客戶導(dǎo)向?

3、精誠協(xié)作? 主動(dòng)進(jìn)取核心能力? 立足創(chuàng)新? 求真務(wù)實(shí)? 敬業(yè)誠信通用能力職位目的與職責(zé)職位目的 （存在的理由， 限制和目標(biāo)）? 組織認(rèn)知? 個(gè)人治理? 績效導(dǎo)向? 客戶服務(wù)? 可靠性? 業(yè)務(wù)知識(shí)? 口頭溝通? 系統(tǒng)運(yùn)用? 書面溝通? 銷售技巧? 人際交往專業(yè)能力? 談判能力? 效率導(dǎo)向? 質(zhì)量導(dǎo)向? 領(lǐng)導(dǎo)力? 投訴處理? 團(tuán)隊(duì)治理? 知識(shí)治理? 職員治理? 分析 /解決咨詢題? 打算能力To achieve and exceed customer satisfaction targets職責(zé)范疇( 名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo) )責(zé)任級(jí)別衡量標(biāo)準(zhǔn)（全部 /部(數(shù)量、質(zhì)量 )分 /協(xié)助

4、）戰(zhàn)略層面業(yè)務(wù)類戰(zhàn)術(shù)層面操作層面治理類? Toformulatecustomercommunication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target.? To lead a team in performing mystery shoppers programs? To lead a team in constantly review customer feedback andimprove internal p

5、rocess effectiveness? To effectively manage and resolve customer complaints from internal and external channels? To plan and implement continuous improvement mechanism such asCOPC? 參與下屬職員的聘請(qǐng)、任免、考核、晉升和調(diào)配，以建立、領(lǐng)導(dǎo)及鼓舞高效團(tuán)隊(duì)? 負(fù)責(zé)部門日常工作治理，監(jiān)督檢查本部門人員遵章守紀(jì)及工作落實(shí)情形? 解決部門內(nèi)工作和諧和人員溝通，營造良好工作氛圍? Senior? Fullmanagement assessment? KPIsoncustomer care? Int