客户服务专员岗位职责内容（11篇范文）

发布时间：2024-01-21 热度：89

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客户服务专员岗位职责内容

第1篇客户服务专员岗位职责内容

1.及时、准确地处理客户投诉及产品维修、保养过程中存在的问题。

2.建立客户档案,做好电话拜访和上门拜访工作。

3.及时总结公司产品、服务中存在的问题,撰写报告并提出改进意见。

4.客户满意度调研分析及整改措施的制定实施。

5.客户资料的归档整理及更新。

6.完成部门经理交办的其他工作。

第2篇客户服务专员工作岗位职责

本文以制度职责大全客户服务专员为例,为大家提供一则客户服务专员岗位职责,供各位参考。

客户服务中心在后勤管理处领导下,更好地满足广大师生员工的要求,积极主动,认真负责地做好后勤服务工作,其主要职责:

1.坚持“以人为本、用户第一”的服务宗旨,满腔热情,微笑服务,办事认真,讲求质量,提高效率,不推诿搪塞。

2.认真接受用户报修及情况反映,详细记录,以最快的速度通知有关单位处理用户反映的各类问题,并将处理结果及时反馈给用户。

3.经常到有关单位、部门征求对后勤服务工作的意见、建议,主动给领导当好参谋,不断提高后勤管理(制度职责大全后勤管理)水平、服务质量。

4.认真负责、事实求是地做好对后勤实体服务工作的监督、考评。

5.完成客服经理(制度职责大全经理)交办的其他任务及有关事宜。

第3篇英语客户服务专员岗位职责

零售呼叫中心客户服务专员(粤语+英语) 苹果苹果贸易(上海)有限公司,apple store,苹果,苹果中国概述

客户服务专家接待顾客关于订单状态的问询,帮助顾客处理订单变更要求并提供一流的服务水准。客户服务专家能够以通俗易懂的方式与顾客沟通产品技术、账单、物流和电子商务等相关术语。解答顾客关于下达订单、购物体验以的疑问。处理基本的订单管理任务例如取消产品、创建退货、或更换产品等。客户服务专家利用多种资源和信息掌握最新的产品知识和技术更新,并向顾客提供详细的订单信息咨询或依顾客所需发起订单变更升级。客户服务专家还将作为持续性订单相关处理流程的联络处理窗口。

关键技能要求

会粤语者优先

以顾客为导向,对顾客服务和支持充满热忱

善于应对不明朗局面

以结果为导向,对达成优异绩效的坚持

在较少监督情况下工作和作出判断的能力

有效聆听和沟通的技能

组织技能和对细节的专注

团队合作精神

创造性解决问题的能力

理解和掌握复杂流程的能力

具备较强的同理心

快速解决问题并采取行动的能力

具备基础的对家庭办公设备的故障排查能力

对技术、流程和环境的变化的适应力和灵活性

优秀的口头和书面表达技能

善于与顾客建立良好关系

职责

处理顾客订单相关请求,并且具备能从相对固定的流程中辨别需予以特别处理的能力

与顾客沟通并处理基础的订单相关任务

向高级客户服务团队或管理团队升级特殊案例

第4篇客户服务电话专员岗位职责

工作职责:

1,负责接听对应业务线来电,受理多渠道客户的报修问题并解答、指导,协助客户完成问题报修,生成报修case单

2,根据客户报修问题,确认需上门问题安排上门实施工单

3,负责跟进及处理客户未完成问题,对case进行回访,确保客户满意

4,有较强的服务意识、沟通能力、应变及协调能力,工作积极主动,可独立处理紧急问题

5,可熟练使用电脑及办公软件,快速完成信息记录工作

任职资格:

1、熟悉公司现有产品及业务

2、具有日常问题的快速诊断和远程指导用户解决的能力

3、有客户服务意识,做事严谨,自学能力强,有较强的沟通能力,工作踏实;

4、有较强的流程优化意识

5、专科以上学历,1-2年及以上相关工作经验

6、有呼叫中心工作经验者优先

第5篇客户服务专员岗位职责、要求以及未来可以发展的方向

简单点来说就是为客户服务的人员。接受客户咨询，帮助客户解答疑惑，或者承担客户服务工作的专职人员。如中国移动、中国电信的呼叫中心客服人员；大小景区的售票、导游；银行系统的前台工作人员；职业院校的咨询师等均属于客户服务专员。

客户服务专员岗位职责

1.负责接听或主动拨打客户的电话和解答客户的疑问；

2.客户跟踪信息交接，客户关系维护；

3.负责进行指定客户群体回访、信息校对等工作；

4.及时高效地处理订单，并确保信息的准确反馈；

5.及时跟进机会客户，与技术人员配合完成客户订单。

客户服务专员岗位要求

1.普通话标准，有耐性，做事细心；

2.良好的倾听能力和语言表达能力；

3.有客服和电话营销相关工作经验者优先；

4.服务意识强，具有良好的团队精神；

5.熟练掌握word，excel文字处理和办公室自动化管理。

客户服务专员发展方向

客户服务专员→客户服务主管→客户服务经理→客户服务总监

第6篇日语客户服务专员岗位职责

日语客户服务专员 oracle甲骨文甲骨文(中国)软件系统有限公司,oracle甲骨文,甲骨文,甲骨文(中国)软件系统,甲骨文中国,甲骨文北京 preferred qualifications

department description

dispatcher, global dispatch, north asia dispatch center, will work on 7x24x365 shifts, to dispatch parts and engineers, according to oracle’s sla (services level agreement) for premier customer support.

detailed description:

this team will be working on 7x24x365 shift in a prearranged roster in office to:

closely monitor gsi (global single instance) unscheduled tasks queue.

check tasks details and contact customer for request schedule.

check spare stock.

manage and progress field service tasks

assign and dispatch field engineers if needed to go onsite on time.

contact warehouse and order spare parts to customer.

communicate task progress with support engineers if needed

ensure the timely completion of planned field tasks.

acknowledge and escalate customer complaint to related teams to follow up.

chase customer to return replaced parts back.

receive incoming phone calls and emails from both external customer and internal related teams, for any enquiry and exceptions related to engineer dispatch, spare parts orders, and returns.

strictly follow desk manual for any dispatch activities.

contributes to continuous process improvement initiatives

reacts to system or process issues by contacting responsible technical contacts.

contributes to process and system development and knowledge management

job requirements:

strong multi-lingual communication skills (verbal and written) japanese+korean+english+mandarin

adapts to change easily

ability to manage multiple tasks

aptitude for analytical problem solving

solution oriented, quality, problem solving

planning and organizing

self-motivation

interpersonal competencies

customer focus

teamwork

influencing and negotiating

working globally

minimum of 2 years customer support experience in a technical environment

strong understanding of customer service principles

detailed description and job requirements

as a member of the support organization, your focus is to deliver post-sales support and solutions to the oracle customer base while serving as an advocate for customer needs. this involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our electronic support services. a primary point of contact for customers, you are responsible for facilitating customer relationships with support and providing advice and assistance to internal oracle employees on diverse customer situations and escalated issues.

in this role, your primary focus will be to deliver post-sales support and solutions to the oracle support services customer base while serving as an advocate for customer needs. you will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our electronic support services. as a primary point of contact for customers, you will act as a liaison between oracle employees and the customer with moderate direction from senior client relations analysts and management. you will also provide guidance and resolution on a wide range of technical and non-technical customer issues. resolution is primarily provided in real time with follow up for more complex matters.

work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. ideal candidate would have prior working knowledge of or the desire to quickly learn about oracle financials, oracle service, its, imaging, gsr, the world wide web, internal knowledgebase, msoffice tools and our electronic support service offerings. in addition, you will need to understand the use of operating systems, hardware environments, software, networking, oracle products and how they all interrelate in a customer environment. bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

job: support

travel: yes, 25 % of the time

location: cn-cn,china-beijing

job type: regular employee hire

organization: oracle

第7篇客户服务客服专员岗位职责

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 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 experience 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 expand 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 excellent quality and service standards

- clarify the causes of customer complaints with internal and external 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 experience 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8篇客户服务部客服专员岗位职责

工作职责:

1. 高效受理客户服务电话,了解客户关于产品的咨询、需求、建议、投诉等,并及时协调跟进处理;

2. 进行客户电话回访、满意度调查等;

3. 提供针对销售人员的服务电话支持,直接处理或协调跟进处理;

4. 提供网络渠道的在线客服相关服务,即受理互联网端客户服务电话及在线咨询,了解客户关于产品的咨询、需求、建议、投诉等,并及时协调跟进处理;

5. 各类投诉案件的统计与分析,及时了解客户需求并向相关部门反馈;

6. 完成领导交办的其他工作

职位要求:

1. 30岁以下,大专及以上学历,拥有2年及以上相关工作经验(保险业电话服务经验者、英语服务能力优先);

2. 熟知保险行业(尤其是健康医疗保险)专业知识和相关监管政策要求,且有投诉处理工作优先;

3. 良好的沟通能力(普通话标准、声音甜美)及应变能力,专业的心理素质和较强的服务意识;

4. 个人能力、自我激励、团队意识;

5. 可接受排班(做五休二),能承接较强的工作任务。

第9篇客户服务部专员岗位职责

岗位职责:

- 受理客户关于网上银行一般业务的咨询

- 向客户提供标准、专业、优质的服务;

- 接受7:00 - 00:00轮班安排;

- 具备良好的英语读写能力,熟练使用办公软件及计算机操作,打字速度快.

- 恪守银行业界合规要求,具备高度责任感.

- meet targets on productivity and accuracy within stipulated time frame. instructions/requests are correctly interpreted and fully undertaken. work is/tasks are processed in accordance with policies and procedures. common fraud/errors/irregular transactions are identified and escalated;

- issues/problems are effectively investigated and resolved or appropriately referred with recommendations;

- acquire and update knowledge on procedures related to relevant processes;

- maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures;

- all data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.

任职资格:

- a diploma or degree in any discipline;

- ability to understand and interpret numeric data;

- flexibility to work shifts;

- attention to details;

- basic computer knowledge;

- ability to maintain focus while working with voluminous data;

- ability to multi task;