- 目录
岗位职责是什么
客户投诉岗位是企业运营中至关重要的一个环节，主要负责处理来自客户的各种投诉和不满，通过有效的沟通和问题解决，维护客户满意度，确保企业形象和业务的正常运行。
岗位职责要求
1. 具备出色的沟通技巧，能理解和尊重客户的情绪，以平和、专业的态度应对各种投诉。
2. 熟悉企业产品和服务，能迅速定位问题，提供准确的解决方案。
3. 拥有良好的问题解决能力，能在压力下迅速分析并处理复杂情况。
4. 精通相关法律法规，确保企业在处理投诉过程中遵守法规，保护企业权益。
5. 具备一定的数据分析能力，能够识别投诉的模式和趋势，为改进服务提供建议。
岗位职责描述
客户投诉岗位的工作日常包括接听电话、回复电子邮件、处理社交媒体上的投诉，以及面对面解决客户的问题。此岗位需要密切关注客户的需求和反馈，对每一个投诉进行详细记录，分析其原因，并及时向相关部门报告，协调资源进行问题解决。该岗位还需要定期报告投诉情况，以便管理层了解客户满意度状况，及时调整策略。
有哪些内容
1. 接待与记录：接收客户的投诉，无论是电话、邮件还是现场，都需要耐心倾听，详细记录投诉内容及客户的需求。
2. 问题分析：分析投诉的原因，评估其影响范围，确定问题的优先级。
3. 协调解决：与相关部门合作，制定并执行解决方案，确保问题得到妥善处理。
4. 跟进反馈：与客户保持沟通，确认问题解决的效果，确保客户满意。
5. 报告编写：整理投诉数据，编写报告，反映投诉的频率、类型和趋势，为管理层决策提供依据。
6. 流程优化：根据投诉情况，提出改善服务流程、提高客户体验的建议。
7. 培训与指导：参与员工培训，提升团队对客户投诉处理的能力和意识。
客户投诉岗位是企业与客户之间的桥梁，其工作质量和效率直接影响到企业的声誉和客户忠诚度。因此，这个岗位需要具备高度的责任心和专业素养，始终以客户为中心，致力于提供优质的解决方案，以达到提升客户满意度和企业业绩的目标。
客户投诉岗位职责范文
第1篇 客户投诉岗位职责
客户投诉专员 华夏阳光地产有限公司 华夏阳光地产有限公司,华夏阳光 任职要求:
1、熟悉房地产开发流程,能熟练使用房地产管理系统;
2、具备三年以上客户投诉处理工作经验,了解客户投诉处理流程;
3、具备房地产客户投诉处理涉及的专业知识;
4、良好的沟通、表达能力;高度的工作责任心;
5、熟练使用各类办公系统软件。
第2篇 客户投诉管理岗位职责
客户投诉管理主管 捷孚传动 捷孚传动科技有限公司,捷孚传动,捷孚传动 职责描述:
1. 负责建立客户质量投诉处理的流程;
2. 负责客户质量指标的收集和更新,并与客户保持良好的沟通渠道,必要时到故障现场进行确认;
3. 负责组织相关部门进行诊断、分析与改进,并向客户提交质量报告;
4. 负责有关客户投诉问题的措施跟踪和验证;
5. 负责汇总分析客户质量投诉报表和分析报告,定期向质量负责人汇报。
任职要求:
1. 教育背景,大学本科(或以上),车辆工程或机械专业;
2. 工作经验,5年以上质量或客户服务相关工作经验,3年以上自动变速器生产或客户质量投诉处理经验;
3. 良好的沟通技巧和团队协作力;
4. 较强的抗压能力
5. 良好的逻辑思维能力和报告编撰能力;
6. 外语水平,读写良好;计算机水平,能熟练操作office等办公软件。
第3篇 客户投诉处理岗位职责
客户服务/投诉处理/客服专员 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达 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 客户投诉主管岗位职责
客户投诉管理主管 捷孚传动 捷孚传动科技有限公司,捷孚传动,捷孚传动 职责描述:
1. 负责建立客户质量投诉处理的流程;
2. 负责客户质量指标的收集和更新,并与客户保持良好的沟通渠道,必要时到故障现场进行确认;
3. 负责组织相关部门进行诊断、分析与改进,并向客户提交质量报告;
4. 负责有关客户投诉问题的措施跟踪和验证;
5. 负责汇总分析客户质量投诉报表和分析报告,定期向质量负责人汇报。
任职要求:
1. 教育背景,大学本科(或以上),车辆工程或机械专业;
2. 工作经验,5年以上质量或客户服务相关工作经验,3年以上自动变速器生产或客户质量投诉处理经验;
3. 良好的沟通技巧和团队协作力;
4. 较强的抗压能力
5. 良好的逻辑思维能力和报告编撰能力;
6. 外语水平,读写良好;计算机水平,能熟练操作office等办公软件。
第5篇 客户投诉处理专员岗位职责
客户服务/投诉处理/客服专员 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达 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
