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1、本文为Word版本，下载可编辑操作平台销售客服岗位职责任职要求 平台销售客服岗位职责 销售与服务支持经理(电商平台管理)(无锡 英文要求 战略服务意识 门店阅历 客服管理等) PURPOSE OF FUNCTION To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: valuing and fulfilling customer needs and expectations, thereby stimula
2、ting more and more frequent visits. understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities. ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by wo
3、rking in partnership with all business functions to contribute to commercial growth. job responsibilities: Ensure the operational implementation of the unit action plan. Ensure prerequisites are set so that customers can receive service and sales support with add-ons, cross selling and up selling to
4、 provide a one stop shopping experience. Ensure the business competence, especially about products and services by supporting the department in their efforts to improve according to agreed development plans. Secure that the department works ethically and in compliance with internal regulations and l
5、egislation including: consumer protection, risk, environment, health and safety. Follow up processes with relevant stakeholders in order to achieve operational excellence. Support and inspire a customer-focused culture in all non face-to-face contacts and secure a positive and seamless customer expe
6、rience. Secure and monitor that the department is working to set global and national standards and policies. Ensure customer contacts are guided to the preferred contact method based on analytics and market trends. Use provided relevant insights to remove obstacles in daily operations. PURPOSE OF FU
7、NCTION To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: valuing and fulfilling customer needs and expectations, thereby stimulating more and more frequent visits. understanding customer motivation and expectations, and playing a
8、n active role in turning them into commercial opportunities. ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth. job responsibili
9、ties: Ensure the operational implementation of the unit action plan. Ensure prerequisites are set so that customers can receive service and sales support with add-ons, cross selling and up selling to provide a one stop shopping experience. Ensure the business competence, especially about products an
10、d services by supporting the department in their efforts to improve according to agreed development plans. Secure that the department works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety. Follow up processes
11、with relevant stakeholders in order to achieve operational excellence. Support and inspire a customer-focused culture in all non face-to-face contacts and secure a positive and seamless customer experience. Secure and monitor that the department is working to set global and national standards and po
12、licies. Ensure customer contacts are guided to the preferred contact method based on analytics and market trends. Use provided relevant insights to remove obstacles in daily operations. 平台销售客服岗位 篇2:酒店营销指标分解销售提成方案 为调动员工的工作乐观性，提高员工的销售意识，增加酒店客房入住率，增加员工收入，特制定嘉奖方法： 嘉奖以酒店客房协议价为基础，鼓舞员工销售高价房。由于营业收入中电话费、洗衣费以
13、及损失赔偿费等酒店收入 成本 费用过高，所以，嘉奖记提只依据房费计算。 对于自己的客户，要自始至终的跟进，从登记到结账，要了解客户信息，帮助公司处理可能消失的纠纷和投诉，让来宾乘兴而来，满足而归。严禁只拿提成不作为的杀鸡取卵倾向。 营销人员必需走出去，开发新的客源，严禁在前台同接待人员争抢客户。酒店给营销人员协议价，营销人员依据报价自主营销，并依据前台收款进行提成。在预定部房源已然告急状况下，营销人员不得强行预定，应主动推销升级房源，对于强行订房，有意造成升级客房的状况，将视同为所升级房源的特批低价销售，只根据2%记提。 公司管理人员按一般员工记提比例的50%记提。 一、 营销部 员工的营销
14、设立底薪，依据营业额记提嘉奖基金。 以协议价销售的提成=房价3%天数。 房价高于协议价的提成=(协议价3%)+(房价差价30%)天数 低于协议价客房的销售在公司 总经理 特批的基础上，只能按2%记提 营销人员走出去开发的新客源记入个人业绩，业绩单独记提 领导介绍、主动上门、以及外埠(青岛未设办事处)客户均为部门整体业绩，不记入个人业绩，其营销额由部门记提。 全部销售额度，以营销部下单，前台收款签字确认为准，未收回之款项不能记入销售额度。 依据季节变化制定每月完成营业指标，整体完成指标时，按比例提成;超额完成部分按5%提成;完成基数50%，按1%提成，每增加5%销售额度，增加0.1%的提成比例;
15、没有营业指标，底薪按50%发放。 营销部每月整体销售额提成部分，由部门依据考核发放，营销人员个人业绩记提归个人全部。 二、独立销售： 以协议价为基础，按每天完成10间夜的销售任务为基数，即每月完成300间夜的销售任务，颁发10000.00元的嘉奖基金;每天完成20间夜的销售任务，即每月完成600间夜的销售任务，颁发20000.00元的嘉奖基金;未能够完成每天10间夜的销售任务，按营业额的3%记提嘉奖;完成的销售任务超出每天10间夜，而不足20间夜，其10间夜按10000.00嘉奖基金标准颁发，剩余间夜按3%记提。 低于协议价的销售或长包房的销售按2%记提，此类销售不占销售指标，不得重复计算。
16、三、前台销售 前台销售提成：以来自散客和无预定入住来宾为主。黄金周期间不予提成。升级销售提成：以有预定的来宾为主，经推介升级入住的，按房价差价进行提成(禁止恶意推销)，该提成不受黄金周限制，但酒店协议客户事先无预定且按协议价入住及网络订房按预定房型入住的不予提成。前台销售为部门整体销售，提成额由部门依据考核发放。 1、前台价：房价3%天数，前台价每降低1个百分点，提成比例降低0.1% 2、协议价：房价天数2% (需要特批) 四、其他部门员工，依据个人渠道介绍而来的客户，依据房价不同，比例不同赐予记提。 1、前台价：房价天数3%，前台价每降低1个百分点，提成比例降低0.1% 2、协议价：房价天数
17、2% (需要特批) 五、月租房及年包房将依据不怜悯况，依据季节变化适当调整变动，其记提比例按2%执行。 六、公司将按年度指标的1%记提嘉奖基金，将依据考核考绩，用于非营销部门员工的嘉奖。 七、指标分解：年指标1200万元，依据淡旺季节的不同分解如下(单位：万元)： 项 目 淡 季 平 季 旺 季 月 份 12、1、2、3 11、4、5、6 7、8、9、10 份 额 15% 35% 50% 指 标 180 420 600 月 指 标 营销部 27 63 90 托管部 8.55 19.95 28.5 前厅 部 9.45 22.05 31.5 合 计 45 105 150 所占比例 指 标 营销部 60% 720 托管部 19% 228 前厅部 21 % 252 其 他 5% 60 . 第 7 页 共 7 页