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