投訴處理專家崗位職責(zé)

崗位職責(zé):

●負(fù)責(zé)美團(tuán)全業(yè)務(wù)的危機(jī)客訴處理,包括但不限于重大輿情客訴,高危客訴,上訪投訴等;

●需要跨部門溝通協(xié)作,堅(jiān)持以客戶為中心快速解決危機(jī)客訴,提升客戶滿意度,減少危機(jī)客訴對(duì)公司產(chǎn)生的影響;

●需通過分析危機(jī)客訴,發(fā)現(xiàn)業(yè)務(wù)和客服側(cè)的優(yōu)化點(diǎn),并跟進(jìn)優(yōu)化落地或者梳理制定新的流程;

●負(fù)責(zé)定期輸出VOC經(jīng)典案例,以VOC的形式分析客戶訴求,客服痛點(diǎn),業(yè)務(wù)優(yōu)化點(diǎn)等,并跟進(jìn)相關(guān)優(yōu)化的落地實(shí)施。

崗位要求:

1)崗位基本要求:

●有2年以上高危客訴或客服相關(guān)工作經(jīng)驗(yàn);

●有良好的跨部門溝通,協(xié)同合作能力,良好的談判溝通能力和情緒自我調(diào)節(jié)能力,有良好的風(fēng)險(xiǎn)識(shí)別和危機(jī)意識(shí),堅(jiān)持以客戶為中心,解決高危投訴;

●了解并掌握消保法,食安法等法律法規(guī);

●良好的案例復(fù)盤和項(xiàng)目跟進(jìn)推動(dòng)能力,從大量投訴案例中,發(fā)現(xiàn)問題或者優(yōu)化點(diǎn),并跟進(jìn)推動(dòng);

●可接受輪班輪休工作制度。

2)具備以下者優(yōu)先:

●有工商/輿情/媒體/上訪等重大客訴處理經(jīng)驗(yàn);

●對(duì)接過工商等政府監(jiān)管部門,協(xié)調(diào)處理工商等監(jiān)管機(jī)構(gòu)轉(zhuǎn)來的投訴/舉報(bào),維護(hù)和工商等監(jiān)管機(jī)構(gòu)的良好關(guān)系。

篇2:投訴處理客服崗位職責(zé)

規(guī)則與投訴處理客服無限極無限極(中國)有限公司,無限極,無限極崗位職責(zé):

1.受理規(guī)則類咨詢服務(wù)和客戶投訴處理

2.收集客戶反饋建議并及時(shí)傳遞信息給公司

3.落實(shí)公司品牌推廣,協(xié)助實(shí)施推廣規(guī)則教育,提供顧客關(guān)懷服務(wù)

4.宣揚(yáng)公司理念,樹立良好形象

任職資格:

1.本科及以上學(xué)歷,兩年以上客服經(jīng)驗(yàn)

2.良好的溝通能力和較強(qiáng)的抗壓能力,有一定的投訴處理技巧和客戶維系技巧

3.心態(tài)積極、處事靈活,能承受壓力

4.較強(qiáng)的執(zhí)行能力,醫(yī)藥背景優(yōu)先

篇3:客戶投訴處理崗位職責(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)WearelookingforaShanghaibased2ndLevelAgentChina(m/f)thatprovidescontributiontothecontinuousimprovementofservicesforHRScustomers.

AtHRSGROUP“Welovetomakeithappen”:Wearetheworld’sleadinghotelsolutionsproviderandenablebusinessandleisuretravelerstosearch,bookandstayincontroloftheirhotelaccommodation.Itisourgoaltomakethebookingexperiencesimpleandsmart.Ourbookingportalscombinemorethan850,000accommodationsworldwideandformthebasisforourinnovativeend-to-endsolutionsweareofferingtoglobalcorporations.TheHRSGROUPcontinuestoexpandandemploysmorethan1,500peoplein27officesacrosstheworld–includingCologne,Shanghai,London,MumbaiandSydney.

Tofuelourinternationalgrowthwearelookingforentrepreneurialminds,whoarepassionateandresult-driven,haveastrongteam-spiritandwilltakeonthechallengetopioneertheeverchangingtravelindustry.DoyoualsowanttomakeithappenatHRS?

Thechallengeyouareupfor.

-Takeend-to-endresponsibilityofdealingwithcomplaintsfromHRScustomerswithexcellentqualityandservicestandards

-Clarifythecausesofcustomercomplaintswithinternalandexternalcontacts

-Processthecustomercomplaintswithoptimalsolution

-Maintainandmanagethecustomerdatainthesystem

-Participateinprocessoptimizationproject

Thecommitmentyoubring

-Bachelor’sdegreeorabove

-3yearsofworkingexperienceincomplaintmanagement,ideallyinthehospitalityortourismindustry

-GoodknowledgeinPCapplication,withproficiencyinusingCall-Centre-Systemsorotherrelatedspecifiedsoftware

-Astructured,independentandserviceorientedworkingstyle

-FluencyinEnglish,spokenandwritten

Therewardyouget

-AhighimpactQualitySpecialistrolewithhighdegreesofresponsibilityandautonomy

-Plentyofroomforpersonalgrowthandprofessionaldevelopment

-Ahighlytalented,passionateandinternationalteamthatrevolutionizesthetravelindustry

-Strongteamperformanceandatransparentresultsfocustowardsoneshareddirection

-Amodernworkingenvironment