- 目錄
崗位職責(zé)是什么
客戶(hù)投訴處理崗位是一個(gè)專(zhuān)注于解決客戶(hù)問(wèn)題、維護(hù)客戶(hù)滿(mǎn)意度的關(guān)鍵角色。這個(gè)崗位的工作人員需要具備出色的溝通技巧和問(wèn)題解決能力，以確保每個(gè)投訴都能得到妥善處理，從而保護(hù)公司的聲譽(yù)和客戶(hù)關(guān)系。
崗位職責(zé)要求
1. 具備優(yōu)秀的聆聽(tīng)技巧，能夠理解并準(zhǔn)確把握客戶(hù)的問(wèn)題核心。
2. 擁有良好的情緒管理能力，面對(duì)各種復(fù)雜情況能保持冷靜和專(zhuān)業(yè)。
3. 熟悉公司產(chǎn)品和服務(wù)，能夠迅速定位問(wèn)題所在，并提出有效的解決方案。
4. 具備一定的決策能力，能夠在權(quán)限范圍內(nèi)快速做出公正的判斷。
5. 了解客戶(hù)服務(wù)標(biāo)準(zhǔn)和法律法規(guī)，確保處理投訴過(guò)程合規(guī)合法。
6. 具備團(tuán)隊(duì)協(xié)作精神，能夠與各部門(mén)有效溝通，協(xié)調(diào)資源解決問(wèn)題。
崗位職責(zé)描述
客戶(hù)投訴處理人員的主要工作是接收和記錄客戶(hù)的投訴，通過(guò)電話(huà)、郵件或在線(xiàn)平臺(tái)與客戶(hù)進(jìn)行溝通。他們需要耐心傾聽(tīng)客戶(hù)的問(wèn)題，詳細(xì)記錄投訴內(nèi)容，確保信息的準(zhǔn)確性。在理解客戶(hù)的需求后，他們需分析問(wèn)題的根源，可能涉及產(chǎn)品質(zhì)量、服務(wù)流程、員工行為等多個(gè)方面。
處理過(guò)程中，他們需要運(yùn)用專(zhuān)業(yè)知識(shí)和經(jīng)驗(yàn)，迅速給出解決方案，并在必要時(shí)尋求內(nèi)部專(zhuān)家的支持。在問(wèn)題解決后，他們還需跟進(jìn)客戶(hù)反饋，確認(rèn)客戶(hù)對(duì)處理結(jié)果的滿(mǎn)意程度，確保問(wèn)題得到徹底解決。
此外，該崗位還需定期分析投訴數(shù)據(jù)，識(shí)別出常見(jiàn)問(wèn)題和潛在風(fēng)險(xiǎn)，為公司改進(jìn)產(chǎn)品和服務(wù)提供有價(jià)值的參考。
有哪些內(nèi)容
1. 投訴接收與記錄：及時(shí)響應(yīng)客戶(hù)的投訴，詳細(xì)記錄投訴內(nèi)容，包括時(shí)間、地點(diǎn)、事件經(jīng)過(guò)等。
2. 問(wèn)題分析與解決：深入探究問(wèn)題的本質(zhì)，制定并執(zhí)行解決方案，確?？蛻?hù)滿(mǎn)意。
3. 內(nèi)部溝通與協(xié)調(diào)：與銷(xiāo)售、技術(shù)、售后等部門(mén)合作，共同解決客戶(hù)問(wèn)題。
4. 客戶(hù)滿(mǎn)意度追蹤：跟進(jìn)投訴處理結(jié)果，確?？蛻?hù)滿(mǎn)意度，必要時(shí)進(jìn)行二次溝通。
5. 數(shù)據(jù)分析與報(bào)告：定期整理投訴數(shù)據(jù)，形成分析報(bào)告，提出改進(jìn)建議。
6. 政策與流程更新：根據(jù)投訴情況，參與修訂和完善公司的客戶(hù)服務(wù)政策和流程。
7. 培訓(xùn)與發(fā)展：參加相關(guān)培訓(xùn)，提升自身技能，分享經(jīng)驗(yàn)，提高團(tuán)隊(duì)整體處理投訴的能力。
總結(jié)，客戶(hù)投訴處理崗位是企業(yè)與客戶(hù)之間的重要橋梁，其職責(zé)不僅在于解決眼前的問(wèn)題，更在于預(yù)防未來(lái)可能出現(xiàn)的沖突，通過(guò)持續(xù)改進(jìn)提升客戶(hù)體驗(yàn)，為企業(yè)的長(zhǎng)期發(fā)展貢獻(xiàn)力量。
客戶(hù)投訴處理崗位職責(zé)范文
第1篇 客戶(hù)投訴處理專(zhuān)員崗位職責(zé)
客戶(hù)服務(wù)/投訴處理/客服專(zhuān)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 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2篇 客戶(hù)投訴處理崗位職責(zé)
客戶(hù)服務(wù)/投訴處理/客服專(zhuān)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 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3篇 客戶(hù)投訴處理專(zhuān)員崗位職責(zé)任職要求
客戶(hù)投訴處理專(zhuān)員崗位職責(zé)
客戶(hù)服務(wù)/投訴處理/客服專(zhuān)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，驛舒達(dá) at hrs “we love to make it happen”: we are the global market leader when it comes to tech- and data driven business travel solutions. our enterprise business offers end-to-end hotel management solutions to more than 7，000 corporate businesses globally to simplify their business travel. state of the art service solutions like strategic consulting & hotel procurement， travel payment and e_pense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain.
today we work globally with the fortune 500， such as google， china mobile， amazon， siemens， hitachi， alibaba， volkswagen， worldbank.
we are looking for a shanghai based 2nd level agent china (m/f/d) that provides contribution to the continuous improvement of services for hrs customers.
your challenges
? 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
your commitment
? bachelor’s degree or above
? several 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
your rewards
at hrs we feel globally united and mutually responsible， a belief that is rooted in our company history and values: thinking and acting like an entrepreneur， with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
you will work in a modern working environment with fle_ible working hours and the option to work from home. our training and further education offers give you plenty of room for your personal growth and individual development.
