客服部岗位职责

　　现如今，各种岗位职责频频出现，岗位职责包括岗位职务范围、实现岗位目标的责任、岗位环境、岗位任职资格及各个岗位之间的相互关系等。制定岗位职责的注意事项有许多，你确定会写吗？下面是小编整理的客服部岗位职责，希望对大家有所帮助。

　　工作职责:

　　1.负责客户服务标准、操作流程的制定,规范客户服务行为。

　　2.负责客户关系的维护与开发管理,并及时与销售和技术团队沟通。

　　3.负责客户咨询、投诉等监督检查工作,发现问题及时处理。

　　4.负责客户回访制度的建立,并监督实施。

　　5.负责客服部的团队建设。

　　6.定期向上级反馈可行性工作方法,及工作流程等改进建议。

　　7.客户服务部的周期性工作报告;

　　8.及时完成上级领导交办的其他任务。

　　Key Responsibilities:

　　1. To manage the daily Customer Service affairs and escalate to Overseas Operations Management Director for any abnormity & risks;

　　2. To provide training programs to improve individual and sustain a highly effective team;

　　3. Objective management to team members and review with staff to ensure high level index on CSS;

　　4. To communicate with customer on behalf of company on the implementation of business terms in customer's POs as well as the forecast;

　　5. To be responsible for Customer Satisfaction Management Program, collect the survey and share within management team for correction actions:

　　6. To maintain budgetary controls and provide options for cost down;

　　7. To properly handle customer complaints, responsible for ISO process / documents / audit related to CS;

　　8. Other duties as required.

　　岗位要求:

　　1.本科或以上学历,年龄32至38岁;

　　2. 5年以上客户服务工作经验,三年以上团队管理工作经验,

　　3.有高度的.责任心和客户服务意识,亲和力强,有耐心,学习能力强;

　　4.具备良好的流程建设能力,优秀的沟通能力和谈判技巧;

　　5.熟练办公软件应用,如Word、Excel,PPT等;

　　6.注重细节,以客户为核心,以结果为导向;

　　7.优秀的分析能力和系统化管理能力;

　　8.英语听、说、读写流利,此为必备条件。

　　Qualifications:

　　1. Bachelor degree or above, 32 to 38 years old;

　　2. 5 or above years solid experience working in Customer Service section, 3 years management & leadership skills;

　　3. Advanced communication and negotiation skills (presentation, customer interaction skills);

　　4. Proven Leadership skills & demonstrated strong performance in prior roles, with increasing levels of responsibility & independence;

　　5. Excellent application skills in MS, such as Word, Excel, PPT,etc;

　　6. Details sensitive, high achievement and customer oriented;

　　7. Excellent analytical skills and systematic work approach;

　　8. English communication(in speaking, redaing, writing) is a must.