投诉处理专家岗位职责任职要求

投诉处理专家岗位职责

岗位职责:

●负责美团全业务的危机客诉处理,包括但不限于重大舆情客诉,高危客诉,上访投诉等;

●需要跨部门沟通协作,坚持以客户为中心快速解决危机客诉,提升客户满意度,减少危机客诉对公司产生的影响;

●需通过分析危机客诉,发现业务和客服侧的优化点,并跟进优化落地或者梳理制定新的流程;

●负责定期输出VOC经典案例,以VOC的形式分析客户诉求,客服痛点,业务优化点等,并跟进相关优化的落地实施。

岗位要求:

1)岗位基本要求:

●有2年以上高危客诉或客服相关工作经验;

●有良好的跨部门沟通,协同合作能力,良好的谈判沟通能力和情绪自我调节能力,有良好的风险识别和危机意识,坚持以客户为中心,解决高危投诉;

●了解并掌握消保法,食安法等法律法规;

●良好的案例复盘和项目跟进推动能力,从大量投诉案例中,发现问题或者优化点,并跟进推动;

●可接受轮班轮休工作制度。

2)具备以下者优先:

●有工商/舆情/媒体/上访等重大客诉处理经验;

●对接过工商等政府监管部门,协调处理工商等监管机构转来的投诉/举报,维护和工商等监管机构的良好关系。

篇2:投诉处理客服岗位职责

规则与投诉处理客服无限极无限极(中国)有限公司,无限极,无限极岗位职责:

1.受理规则类咨询服务和客户投诉处理

2.收集客户反馈建议并及时传递信息给公司

3.落实公司品牌推广,协助实施推广规则教育,提供顾客关怀服务

4.宣扬公司理念,树立良好形象

任职资格:

1.本科及以上学历,两年以上客服经验

2.良好的沟通能力和较强的抗压能力,有一定的投诉处理技巧和客户维系技巧

3.心态积极、处事灵活,能承受压力

4.较强的执行能力,医药背景优先

篇3:客户投诉处理岗位职责

客户服务/投诉处理/客服专员驿舒达酒店预订服务(上海)有限公司驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达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