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1、Customer Care Officer, Customer Care职位描述职位识别信息职位名称Customer Care Officer, Customer Care所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Manager, Customer Care汇报职位直接下级职位人员管理权限薪酬无建议权 决定权直接下级人数绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位对职位产生影响的外部机构酒店、航空公司、电讯运营商、公司客户受到职位影响的外部机构酒店、航空公司、电讯运营商、公司客户任职资
2、格教育程度University or above专业方向Business or statistics related工作经验 Two years Customer Service or Contact Centre Operation preferably in foreign MNC 行业经验 Compliant Handling experience培训经历核心能力 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用能力 组织认知 个人管理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 谈判能力 领导力 团队管理 员工管理 分析/解决问题 计划能力专业能力 客户服务 业务知识
3、 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识管理职位目的与职责职位目的（存在的理由，限制和目标）To provide customer care service to support efficient operations of the contact center as well as various business lines of the company as a whole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面操作层面 To handle and resolve customer co
4、mplaints referred by hotline, write-in, emails, media To conduct periodic mystery shopper programs to keep track service standards and customer satisfaction levels To prepare periodic reports on complaint cases and analysis customer feedback to reflect weakness on product decide/service standard/bus
5、iness flow and identify rooms for improvement To collaborate with buddy teams to monitor performances, foresee and react to changing customer requirements. To identify potential business/operational risks and to initiate action plans to protect company interestsAll KPIs for customer care service Internal customer satisfaction External customer satisfaction管理类