投訴處理專家崗位職責

崗位職責:

●負責美團全業務的危機客訴處理,包括但不限于重大輿情客訴,高危客訴,上訪投訴等;

●需要跨部門溝通協作,堅持以客戶為中心快速解決危機客訴,提升客戶滿意度,減少危機客訴對公司產生的影響;

●需通過分析危機客訴,發現業務和客服側的優化點,并跟進優化落地或者梳理制定新的流程;

●負責定期輸出VOC經典案例,以VOC的形式分析客戶訴求,客服痛點,業務優化點等,并跟進相關優化的落地實施。

崗位要求:

1)崗位基本要求:

●有2年以上高危客訴或客服相關工作經驗;

●有良好的跨部門溝通,協同合作能力,良好的談判溝通能力和情緒自我調節能力,有良好的風險識別和危機意識,堅持以客戶為中心,解決高危投訴;

●了解并掌握消保法,食安法等法律法規;

●良好的案例復盤和項目跟進推動能力,從大量投訴案例中,發現問題或者優化點,并跟進推動;

●可接受輪班輪休工作制度。

2)具備以下者優先:

●有工商/輿情/媒體/上訪等重大客訴處理經驗;

●對接過工商等政府監管部門,協調處理工商等監管機構轉來的投訴/舉報,維護和工商等監管機構的良好關系。

篇2:投訴處理客服崗位職責

規則與投訴處理客服無限極無限極(中國)有限公司,無限極,無限極崗位職責:

1.受理規則類咨詢服務和客戶投訴處理

2.收集客戶反饋建議并及時傳遞信息給公司

3.落實公司品牌推廣,協助實施推廣規則教育,提供顧客關懷服務

4.宣揚公司理念,樹立良好形象

任職資格:

1.本科及以上學歷,兩年以上客服經驗

2.良好的溝通能力和較強的抗壓能力,有一定的投訴處理技巧和客戶維系技巧

3.心態積極、處事靈活,能承受壓力

4.較強的執行能力,醫藥背景優先

篇3:客戶投訴處理崗位職責

客戶服務/投訴處理/客服專員驛舒達酒店預訂服務(上海)有限公司驛舒達酒店預訂服務(上海)有限公司,hrs,驛舒達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