客戶服務(wù)專員崗位職責(zé)、要求以及未來(lái)可以發(fā)展的方向（十篇）

發(fā)布時(shí)間：2024-11-23 查看人數(shù)：55

客戶服務(wù)專員崗位職責(zé)、要求以及未來(lái)可以發(fā)展的方向

第1篇客戶服務(wù)專員崗位職責(zé)、要求以及未來(lái)可以發(fā)展的方向

簡(jiǎn)單點(diǎn)來(lái)說(shuō)就是為客戶服務(wù)的人員。接受客戶咨詢，幫助客戶解答疑惑，或者承擔(dān)客戶服務(wù)工作的專職人員。如中國(guó)移動(dòng)、中國(guó)電信的呼叫中心客服人員；大小景區(qū)的售票、導(dǎo)游；銀行系統(tǒng)的前臺(tái)工作人員；職業(yè)院校的咨詢師等均屬于客戶服務(wù)專員。

客戶服務(wù)專員崗位職責(zé)

1.負(fù)責(zé)接聽或主動(dòng)撥打客戶的電話和解答客戶的疑問(wèn)；

2.客戶跟蹤信息交接，客戶關(guān)系維護(hù)；

3.負(fù)責(zé)進(jìn)行指定客戶群體回訪、信息校對(duì)等工作；

4.及時(shí)高效地處理訂單，并確保信息的準(zhǔn)確反饋；

5.及時(shí)跟進(jìn)機(jī)會(huì)客戶，與技術(shù)人員配合完成客戶訂單。

客戶服務(wù)專員崗位要求

1.普通話標(biāo)準(zhǔn)，有耐性，做事細(xì)心；

2.良好的傾聽能力和語(yǔ)言表達(dá)能力；

3.有客服和電話營(yíng)銷相關(guān)工作經(jīng)驗(yàn)者優(yōu)先；

4.服務(wù)意識(shí)強(qiáng)，具有良好的團(tuán)隊(duì)精神；

5.熟練掌握word，excel文字處理和辦公室自動(dòng)化管理。

客戶服務(wù)專員發(fā)展方向

客戶服務(wù)專員→客戶服務(wù)主管→客戶服務(wù)經(jīng)理→客戶服務(wù)總監(jiān)

第2篇助理客戶服務(wù)專員崗位職責(zé)

崗位職責(zé):

1、負(fù)責(zé)客戶的接待、咨詢;

2、識(shí)別客戶需求,提供合適產(chǎn)品,進(jìn)行價(jià)格談判;

3、負(fù)責(zé)公寓、別墅、寫字樓的買賣與租賃的全過(guò)程,包括帶看、收意向、簽過(guò)戶及老客戶經(jīng)營(yíng)等。

4、負(fù)責(zé)業(yè)務(wù)跟進(jìn)、客戶信息登記及客戶關(guān)系維護(hù)等后續(xù)工作;

5、負(fù)責(zé)公司產(chǎn)品的開發(fā)積累,與客戶建立良好的業(yè)務(wù)協(xié)作關(guān)系。

任職資格:

1、統(tǒng)招大專(含)以上學(xué)歷,年齡20歲-35周歲之間,男女不限,專業(yè)不限,歡迎應(yīng)屆生;

2、敏銳的洞察力,較強(qiáng)的抗壓和抗挫能力;能接受房產(chǎn)行業(yè)的壓力和挑戰(zhàn);

3、溝通能力強(qiáng),普通話標(biāo)準(zhǔn);有親和力,服務(wù)意識(shí)強(qiáng)、工作積極主動(dòng),樂觀開朗;

4、做事認(rèn)真踏實(shí),為人正直誠(chéng)懇,具有良好的團(tuán)隊(duì)精神;

第3篇客戶服務(wù)部客服專員崗位職責(zé)

工作職責(zé):

1. 高效受理客戶服務(wù)電話,了解客戶關(guān)于產(chǎn)品的咨詢、需求、建議、投訴等,并及時(shí)協(xié)調(diào)跟進(jìn)處理;

2. 進(jìn)行客戶電話回訪、滿意度調(diào)查等;

3. 提供針對(duì)銷售人員的服務(wù)電話支持,直接處理或協(xié)調(diào)跟進(jìn)處理;

4. 提供網(wǎng)絡(luò)渠道的在線客服相關(guān)服務(wù),即受理互聯(lián)網(wǎng)端客戶服務(wù)電話及在線咨詢,了解客戶關(guān)于產(chǎn)品的咨詢、需求、建議、投訴等,并及時(shí)協(xié)調(diào)跟進(jìn)處理;

5. 各類投訴案件的統(tǒng)計(jì)與分析,及時(shí)了解客戶需求并向相關(guān)部門反饋;

6. 完成領(lǐng)導(dǎo)交辦的其他工作

職位要求:

1. 30歲以下,大專及以上學(xué)歷,擁有2年及以上相關(guān)工作經(jīng)驗(yàn)(保險(xiǎn)業(yè)電話服務(wù)經(jīng)驗(yàn)者、英語(yǔ)服務(wù)能力優(yōu)先);

2. 熟知保險(xiǎn)行業(yè)(尤其是健康醫(yī)療保險(xiǎn))專業(yè)知識(shí)和相關(guān)監(jiān)管政策要求,且有投訴處理工作優(yōu)先;

3. 良好的溝通能力(普通話標(biāo)準(zhǔn)、聲音甜美)及應(yīng)變能力,專業(yè)的心理素質(zhì)和較強(qiáng)的服務(wù)意識(shí);

4. 個(gè)人能力、自我激勵(lì)、團(tuán)隊(duì)意識(shí);

5. 可接受排班(做五休二),能承接較強(qiáng)的工作任務(wù)。

第4篇客戶服務(wù)電話專員崗位職責(zé)

工作職責(zé):

工作職責(zé):

1,負(fù)責(zé)接聽對(duì)應(yīng)業(yè)務(wù)線來(lái)電,受理多渠道客戶的報(bào)修問(wèn)題并解答、指導(dǎo),協(xié)助客戶完成問(wèn)題報(bào)修,生成報(bào)修case單

2,根據(jù)客戶報(bào)修問(wèn)題,確認(rèn)需上門問(wèn)題安排上門實(shí)施工單

3,負(fù)責(zé)跟進(jìn)及處理客戶未完成問(wèn)題,對(duì)case進(jìn)行回訪,確?？蛻魸M意

4,有較強(qiáng)的服務(wù)意識(shí)、溝通能力、應(yīng)變及協(xié)調(diào)能力,工作積極主動(dòng),可獨(dú)立處理緊急問(wèn)題

5,可熟練使用電腦及辦公軟件,快速完成信息記錄工作

任職資格:

1、熟悉公司現(xiàn)有產(chǎn)品及業(yè)務(wù)

2、具有日常問(wèn)題的快速診斷和遠(yuǎn)程指導(dǎo)用戶解決的能力

3、有客戶服務(wù)意識(shí),做事嚴(yán)謹(jǐn),自學(xué)能力強(qiáng),有較強(qiáng)的溝通能力,工作踏實(shí);

4、有較強(qiáng)的流程優(yōu)化意識(shí)

5、?？埔陨蠈W(xué)歷,1-2年及以上相關(guān)工作經(jīng)驗(yàn)

6、有呼叫中心工作經(jīng)驗(yàn)者優(yōu)先

第5篇客戶服務(wù)客服專員崗位職責(zé)

客戶服務(wù)/投訴處理/客服專員驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司,hrs,驛舒達(dá) 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 experience 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 expand 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 excellent quality and service standards

- clarify the causes of customer complaints with internal and external 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 experience 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6篇客戶服務(wù)專員崗位職責(zé)內(nèi)容

1.及時(shí)、準(zhǔn)確地處理客戶投訴及產(chǎn)品維修、保養(yǎng)過(guò)程中存在的問(wèn)題。

2.建立客戶檔案,做好電話拜訪和上門拜訪工作。

3.及時(shí)總結(jié)公司產(chǎn)品、服務(wù)中存在的問(wèn)題,撰寫報(bào)告并提出改進(jìn)意見。

4.客戶滿意度調(diào)研分析及整改措施的制定實(shí)施。

5.客戶資料的歸檔整理及更新。

6.完成部門經(jīng)理交辦的其他工作。

第7篇產(chǎn)品客戶服務(wù)專員崗位職責(zé)

崗位職責(zé):

1、負(fù)責(zé)國(guó)際機(jī)票合作客戶的日常運(yùn)營(yíng)工作;

2、協(xié)助運(yùn)營(yíng)經(jīng)理完成運(yùn)營(yíng)計(jì)劃及目標(biāo);跟進(jìn)計(jì)劃的實(shí)施過(guò)程保證各項(xiàng)工作按照計(jì)劃完成;

3、協(xié)調(diào)各部門之間的工作與關(guān)系,建立有效的工作機(jī)制;

4、負(fù)責(zé)與客戶之間進(jìn)行溝通,建立良好的合作伙伴關(guān)系。

崗位要求:

1、本科以上學(xué)歷,具備良好的職業(yè)素養(yǎng),風(fēng)險(xiǎn)識(shí)別能力和抗壓能力;

2、具備3年以上客戶運(yùn)營(yíng)管理工作經(jīng)驗(yàn);

3、具有優(yōu)秀的團(tuán)隊(duì)協(xié)作能力、分析能力、解決問(wèn)題和溝通協(xié)調(diào)能力;

4、具有優(yōu)秀的執(zhí)行能力以及商務(wù)談判能力;

5、具有互聯(lián)網(wǎng)產(chǎn)品b2b工作經(jīng)驗(yàn)者優(yōu)先;

6、具有機(jī)票行業(yè)工作經(jīng)理者優(yōu)先。

第8篇日語(yǔ)客戶服務(wù)專員崗位職責(zé)

日語(yǔ)客戶服務(wù)專員 oracle甲骨文甲骨文(中國(guó))軟件系統(tǒng)有限公司,oracle甲骨文,甲骨文,甲骨文(中國(guó))軟件系統(tǒng),甲骨文中國(guó),甲骨文北京 preferred qualifications

department description

dispatcher, global dispatch, north asia dispatch center, will work on 7x24x365 shifts, to dispatch parts and engineers, according to oracle’s sla (services level agreement) for premier customer support.

detailed description:

this team will be working on 7x24x365 shift in a prearranged roster in office to:

closely monitor gsi (global single instance) unscheduled tasks queue.

check tasks details and contact customer for request schedule.

check spare stock.

manage and progress field service tasks

assign and dispatch field engineers if needed to go onsite on time.

contact warehouse and order spare parts to customer.

communicate task progress with support engineers if needed

ensure the timely completion of planned field tasks.

acknowledge and escalate customer complaint to related teams to follow up.

chase customer to return replaced parts back.

receive incoming phone calls and emails from both external customer and internal related teams, for any enquiry and exceptions related to engineer dispatch, spare parts orders, and returns.

strictly follow desk manual for any dispatch activities.

contributes to continuous process improvement initiatives

reacts to system or process issues by contacting responsible technical contacts.

contributes to process and system development and knowledge management

job requirements:

strong multi-lingual communication skills (verbal and written) japanese+korean+english+mandarin

adapts to change easily

ability to manage multiple tasks

aptitude for analytical problem solving

solution oriented, quality, problem solving

planning and organizing

self-motivation

interpersonal competencies

customer focus

teamwork

influencing and negotiating

working globally

minimum of 2 years customer support experience in a technical environment

strong understanding of customer service principles

detailed description and job requirements

as a member of the support organization, your focus is to deliver post-sales support and solutions to the oracle customer base while serving as an advocate for customer needs. this involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our electronic support services. a primary point of contact for customers, you are responsible for facilitating customer relationships with support and providing advice and assistance to internal oracle employees on diverse customer situations and escalated issues.

in this role, your primary focus will be to deliver post-sales support and solutions to the oracle support services customer base while serving as an advocate for customer needs. you will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our electronic support services. as a primary point of contact for customers, you will act as a liaison between oracle employees and the customer with moderate direction from senior client relations analysts and management. you will also provide guidance and resolution on a wide range of technical and non-technical customer issues. resolution is primarily provided in real time with follow up for more complex matters.

work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. ideal candidate would have prior working knowledge of or the desire to quickly learn about oracle financials, oracle service, its, imaging, gsr, the world wide web, internal knowledgebase, msoffice tools and our electronic support service offerings. in addition, you will need to understand the use of operating systems, hardware environments, software, networking, oracle products and how they all interrelate in a customer environment. bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

job: support

travel: yes, 25 % of the time

location: cn-cn,china-beijing

job type: regular employee hire

organization: oracle

第9篇客戶服務(wù)專員工作崗位職責(zé)

本文以制度職責(zé)大全客戶服務(wù)專員為例,為大家提供一則客戶服務(wù)專員崗位職責(zé),供各位參考。

客戶服務(wù)中心在后勤管理處領(lǐng)導(dǎo)下,更好地滿足廣大師生員工的要求,積極主動(dòng),認(rèn)真負(fù)責(zé)地做好后勤服務(wù)工作,其主要職責(zé):

1.堅(jiān)持“以人為本、用戶第一”的服務(wù)宗旨,滿腔熱情,微笑服務(wù),辦事認(rèn)真,講求質(zhì)量,提高效率,不推諉搪塞。

2.認(rèn)真接受用戶報(bào)修及情況反映,詳細(xì)記錄,以最快的速度通知有關(guān)單位處理用戶反映的各類問(wèn)題,并將處理結(jié)果及時(shí)反饋給用戶。

3.經(jīng)常到有關(guān)單位、部門征求對(duì)后勤服務(wù)工作的意見、建議,主動(dòng)給領(lǐng)導(dǎo)當(dāng)好參謀,不斷提高后勤管理(制度職責(zé)大全后勤管理)水平、服務(wù)質(zhì)量。

4.認(rèn)真負(fù)責(zé)、事實(shí)求是地做好對(duì)后勤實(shí)體服務(wù)工作的監(jiān)督、考評(píng)。

5.完成客服經(jīng)理(制度職責(zé)大全經(jīng)理)交辦的其他任務(wù)及有關(guān)事宜。

第10篇英語(yǔ)客戶服務(wù)專員崗位職責(zé)

零售呼叫中心客戶服務(wù)專員(粵語(yǔ)+英語(yǔ)) 蘋果蘋果貿(mào)易(上海)有限公司,apple store,蘋果,蘋果中國(guó) 概述

客戶服務(wù)專家接待顧客關(guān)于訂單狀態(tài)的問(wèn)詢,幫助顧客處理訂單變更要求并提供一流的服務(wù)水準(zhǔn)?？蛻舴?wù)專家能夠以通俗易懂的方式與顧客溝通產(chǎn)品技術(shù)、賬單、物流和電子商務(wù)等相關(guān)術(shù)語(yǔ)。解答顧客關(guān)于下達(dá)訂單、購(gòu)物體驗(yàn)以的疑問(wèn)。處理基本的訂單管理任務(wù)例如取消產(chǎn)品、創(chuàng)建退貨、或更換產(chǎn)品等?？蛻舴?wù)專家利用多種資源和信息掌握最新的產(chǎn)品知識(shí)和技術(shù)更新,并向顧客提供詳細(xì)的訂單信息咨詢或依顧客所需發(fā)起訂單變更升級(jí)?？蛻舴?wù)專家還將作為持續(xù)性訂單相關(guān)處理流程的聯(lián)絡(luò)處理窗口。

關(guān)鍵技能要求

會(huì)粵語(yǔ)者優(yōu)先

以顧客為導(dǎo)向,對(duì)顧客服務(wù)和支持充滿熱忱

善于應(yīng)對(duì)不明朗局面

以結(jié)果為導(dǎo)向,對(duì)達(dá)成優(yōu)異績(jī)效的堅(jiān)持

在較少監(jiān)督情況下工作和作出判斷的能力

有效聆聽和溝通的技能

組織技能和對(duì)細(xì)節(jié)的專注

團(tuán)隊(duì)合作精神

創(chuàng)造性解決問(wèn)題的能力

理解和掌握復(fù)雜流程的能力

具備較強(qiáng)的同理心