投訴處理專(zhuān)員崗位職責(zé)匯編(2篇)

崗位職責(zé)是什么

投訴處理專(zhuān)員是企業(yè)客戶(hù)服務(wù)團(tuán)隊(duì)的重要組成部分，其主要任務(wù)是解決客戶(hù)遇到的問(wèn)題，維護(hù)公司與客戶(hù)間的良好關(guān)系，確?？蛻?hù)滿(mǎn)意度。

崗位職責(zé)要求

1. 具備優(yōu)秀的溝通技巧，能夠理解并迅速響應(yīng)客戶(hù)的需求和問(wèn)題。

2. 熟悉公司產(chǎn)品和服務(wù)，能準(zhǔn)確解讀和應(yīng)用相關(guān)政策及流程。

3. 擁有良好的情緒管理能力，能在壓力下保持冷靜，處理客戶(hù)的抱怨和不滿(mǎn)。

4. 具備一定的問(wèn)題解決能力，能獨(dú)立分析問(wèn)題根源并提出解決方案。

5. 善于記錄和跟蹤投訴情況，以供后續(xù)改進(jìn)服務(wù)和產(chǎn)品。

6. 尊重并遵守公司價(jià)值觀，始終以客戶(hù)為中心，致力于提供優(yōu)質(zhì)服務(wù)。

崗位職責(zé)描述

投訴處理專(zhuān)員的工作日常包括接聽(tīng)客戶(hù)電話(huà)、回復(fù)電子郵件、處理社交媒體上的反饋等。他們需要耐心傾聽(tīng)客戶(hù)的問(wèn)題，用同理心理解客戶(hù)的情緒，然后迅速采取行動(dòng)，如進(jìn)行內(nèi)部查詢(xún)、協(xié)調(diào)相關(guān)部門(mén)、提供補(bǔ)償方案等。此外，他們還需要定期報(bào)告投訴趨勢(shì)，以便管理層了解客戶(hù)需求變化和潛在的服務(wù)短板。

有哪些內(nèi)容

1. 接收和記錄投訴：收集客戶(hù)的投訴信息，詳細(xì)記錄問(wèn)題的性質(zhì)、影響范圍和客戶(hù)期望的解決方案。

2. 問(wèn)題調(diào)查：深入研究問(wèn)題，分析其原因，可能涉及產(chǎn)品缺陷、服務(wù)流程或其他內(nèi)部因素。

3. 溝通與協(xié)商：與客戶(hù)保持有效溝通，解釋問(wèn)題原因，提出解決方案，并在必要時(shí)進(jìn)行談判達(dá)成一致。

4. 協(xié)調(diào)內(nèi)部資源：與銷(xiāo)售、技術(shù)、售后等部門(mén)合作，確保問(wèn)題得到妥善解決。

5. 跟進(jìn)處理進(jìn)度：監(jiān)控投訴處理進(jìn)度，確保及時(shí)反饋給客戶(hù)，直至問(wèn)題完全解決。

6. 報(bào)告與改進(jìn)：匯總投訴數(shù)據(jù)，分析投訴模式，為改進(jìn)產(chǎn)品和服務(wù)提供參考，參與制定預(yù)防措施。

7. 培訓(xùn)與發(fā)展：參與客戶(hù)服務(wù)培訓(xùn)，提升自身技能，分享處理投訴的最佳實(shí)踐，以提高整個(gè)團(tuán)隊(duì)的效率。

作為投訴處理專(zhuān)員，不僅要在日常工作中化解客戶(hù)困擾，更要在長(zhǎng)期發(fā)展中推動(dòng)企業(yè)服務(wù)質(zhì)量的提升，確?？蛻?hù)滿(mǎn)意度和忠誠(chéng)度。這一角色要求專(zhuān)業(yè)、細(xì)心和持續(xù)的自我學(xué)習(xí)，以適應(yīng)不斷變化的市場(chǎng)環(huán)境和客戶(hù)需求。

投訴處理專(zhuān)員崗位職責(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 投訴處理專(zhuān)員崗位職責(zé)

投訴處理專(zhuān)員 南京雪糕網(wǎng)絡(luò)科技有限公司 南京雪糕網(wǎng)絡(luò)科技有限公司,雪糕游戲,雪糕網(wǎng)絡(luò) 職責(zé)描述:1、負(fù)責(zé)客戶(hù)投訴處理;

2、定期對(duì)投訴數(shù)據(jù)進(jìn)行分析及培訓(xùn);

3、根據(jù)投訴數(shù)據(jù)進(jìn)行客戶(hù)關(guān)愛(ài)方案的編寫(xiě)及組織、執(zhí)行;

任職要求:1、大專(zhuān)以上學(xué)歷,有客戶(hù)關(guān)系或服務(wù)行業(yè)經(jīng)驗(yàn)者優(yōu)先;

2、有較強(qiáng)的人際溝通能力、應(yīng)變能力和協(xié)調(diào)能力;

3、能承受工作壓力,具有積極心態(tài);

4、具有很強(qiáng)的服務(wù)意識(shí)和團(tuán)隊(duì)合作精神;

5、具有良好的口頭和文字組織能力,歸納總結(jié)能力;

6、能熟練運(yùn)用辦公軟件,能通過(guò)e_cel做數(shù)據(jù)分析;

7、能適應(yīng)輪班要求;

8、1-2年工作經(jīng)驗(yàn)優(yōu)先;