- 目录
岗位职责是什么
客户投诉岗位职责主要涉及处理来自客户的不满、疑问或问题，以维护公司的品牌形象和客户满意度。这一角色的核心在于理解客户需求，快速响应，并采取有效的解决措施，确保客户的问题得到妥善解决。
岗位职责要求
1. 熟悉公司产品和服务：具备全面的产品知识，能够准确解答客户关于产品或服务的疑问。
2. 强烈的服务意识：始终以客户为中心，展示出高度的耐心和同理心，确保客户感受到尊重和关注。
3. 良好的沟通技巧：能清晰、有效地传达信息，无论是口头还是书面，都能准确理解客户的需求并进行反馈。
4. 问题解决能力：面对复杂或敏感的投诉，能迅速分析问题根源，提出并实施解决方案。
5. 情绪管理：在压力下保持冷静，面对情绪激动的客户也能保持专业和礼貌。
岗位职责描述
客户投诉专员的工作日常包括接听电话、阅读电子邮件或社交媒体上的客户反馈，记录投诉详细信息，分析问题的本质，与相关部门协调以找到解决方案。他们需要定期跟进投诉进度，确保问题得到及时解决，并向客户报告进展。此外，他们还需对投诉数据进行分析，识别潜在的模式或趋势，为改进产品和服务提供建议。
有哪些内容
1. 投诉接收与记录：收集客户投诉的详细信息，包括投诉时间、内容、影响范围等，确保信息准确无误。
2. 问题调查与分析：深入研究投诉，了解问题的根本原因，可能涉及到产品功能、服务质量或内部流程等方面。
3. 解决方案制定：与相关部门（如技术、销售、售后服务等）协作，制定并执行解决方案，确保客户满意。
4. 客户沟通：保持与客户的有效沟通，提供解决方案的更新，处理客户的疑虑，确保客户在整个过程中感到被重视。
5. 数据分析与报告：定期汇总投诉数据，进行统计分析，找出问题的热点，为管理层提供决策依据。
6. 改进措施建议：基于投诉情况，提出改进产品或服务的建议，防止类似问题的再次发生。
7. 内部培训与分享：将处理投诉的经验教训分享给团队，提高整个组织的客户服务能力。
客户投诉岗位的职责不仅是解决个案问题，更是通过持续改进，提升客户体验，从而增强公司的市场竞争力。
岗位职责客户投诉范文
第1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2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
