職位描述客戶(hù)關(guān)懷經(jīng)理

1、職位描述文件職位識(shí)別信息職位名稱(chēng)Man ager. Customer Care所屬部門(mén)Con tact Cen ter職位編號(hào)CCSZ0005所在城市SZ工作地點(diǎn)Con tact Cen ter山曲 出差要求無(wú)偶爾經(jīng)常常駐版本號(hào)V1.0生效日期2005年6月15日工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Sr. VP, Con tact CenterOperati on匯報(bào)職 位直接下級(jí)職位Customer Care Officer; Rete nti on Officer人 員 管 理 權(quán) 限薪酬無(wú)建議權(quán)決定權(quán)直接下級(jí)人數(shù)2績(jī) 效無(wú)建議權(quán)決定權(quán)直接管轄團(tuán)隊(duì)8配 備無(wú)建議權(quán)決定權(quán)業(yè)務(wù)指導(dǎo)職位VP, Con ta

2、ct Cen ter Operati on; Gen eral Man ager of other departme nts對(duì)職位產(chǎn)生影 響的外部機(jī)構(gòu)受到職位 影響的外 部機(jī)構(gòu)任職資格教育程度Graduate with bus in ess or hospitality related degree專(zhuān)業(yè)方向Operati on man ageme nt in con tact cen ter in dustry工作經(jīng)驗(yàn)? More than 5 yearsCon tact CentreOperati on experie nee, 2 of which in man agerial or se

3、nior supervisory role preferably in foreig n MNCs行業(yè)經(jīng)驗(yàn)Con tact cen ter培訓(xùn)經(jīng)歷管理技能? Control? Planning? Delegation? Coordination專(zhuān)業(yè)技能? Sales and ServiceMan ageme nt, COPCkno wledge通用技能? Communication? Leadership and people management職位目的與職責(zé)職位目的存在 的理由，限制和 目標(biāo)To achieve and exceed customer satisfacti on targe

4、ts職責(zé)范圍名稱(chēng)、定義、該職責(zé)所要到達(dá)的結(jié)果/目標(biāo)責(zé)任級(jí)別全部/局部/協(xié) 助衡量標(biāo)準(zhǔn)數(shù)量、質(zhì)量業(yè) 務(wù) 類(lèi)戰(zhàn)略層面? To formulate customer com muni cati onandretention strategy as to effectivelyallocateresources and achieve reve nue and customer satisfacti on target.? Full? Senior man ageme nt assessme ntOperatio nalLevel? To collaborate with QualityAssuran

5、ee Team in order to accurately foreseen the ever cha ngingcustomersrequirements and give advice on external sales and service policies? To lead a team in performing mystery shoppers programs? To lead a team in constantly review customer feedback and improvein ternalprocesseffective ness? To effectiv

6、ely man age and resolve customer complaints from internal and exter nal cha nn els? To plan and implement continu ousimproveme ntmecha nism such as COPC? All? KPIsoncustomer care? In ternal customer satisfacti on? External customer satisfacti on第3頁(yè)，共 4頁(yè)內(nèi)部文檔，注意保密 還有一大批隱藏技能你不知道。掌握他們，你將開(kāi)啟新世界的大門(mén)。Tab+Enter,在編過(guò)號(hào)以后，會(huì)自動(dòng)編號(hào)段落Ctrl + D 調(diào)出字體欄，配合 Tab+Enter 全鍵盤(pán)操作吧Ctrl + L 左對(duì)齊， Ctrl + R 右對(duì)齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關(guān)于替換，里面又大有學(xué)問(wèn)！有時(shí)候Word文檔中有許多多余的空行需要?jiǎng)h除，這個(gè)時(shí)候我們可以完全可以用查找替換來(lái)輕松解決。翻開(kāi) 編輯菜單中的 替換對(duì)話框，把光標(biāo)定位在 查找內(nèi)容輸入框中，單擊 高級(jí)按鈕，選擇 特 殊字符中的段落標(biāo)記兩次，在輸入框中會(huì)顯示“ "PAP'，然后在替換為輸入框中用上面的