Manager,CustomerCare崗位說明書

1、職位識別信息職位名稱職位編號工作地點版本號工作網(wǎng)絡關(guān)系直截了當上級職位直截了當下級職位直截了當下級人數(shù)直截了當管轄團隊業(yè)務指導職位對職位產(chǎn)生阻礙的外部機構(gòu)任職資格教育程度工作體會培訓經(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、 電訊運營受到職位酒店、航空公司、 電訊運營商、商、公司客戶阻礙的外公司客戶部機構(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Contact centersupervisory rolepreferably in foreignMNCs? 客戶導向?

3、精誠協(xié)作? 主動進取核心能力? 立足創(chuàng)新? 求真務實? 敬業(yè)誠信通用能力職位目的與職責職位目的 （存在的理由， 限制和目標）? 組織認知? 個人治理? 績效導向? 客戶服務? 可靠性? 業(yè)務知識? 口頭溝通? 系統(tǒng)運用? 書面溝通? 銷售技巧? 人際交往專業(yè)能力? 談判能力? 效率導向? 質(zhì)量導向? 領(lǐng)導力? 投訴處理? 團隊治理? 知識治理? 職員治理? 分析 /解決咨詢題? 打算能力To achieve and exceed customer satisfaction targets職責范疇( 名稱、定義、該職責所要達到的結(jié)果/目標 )責任級別衡量標準（全部 /部(數(shù)量、質(zhì)量 )分 /協(xié)助

4、）戰(zhàn)略層面業(yè)務類戰(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、任免、考核、晉升和調(diào)配，以建立、領(lǐng)導及鼓舞高效團隊? 負責部門日常工作治理，監(jiān)督檢查本部門人員遵章守紀及工作落實情形? 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