2023年客户投诉专员岗位职责3篇.docx

2023年客户投诉专员岗位职责3篇 书目 第1篇客户投诉处理专员岗位职责任职要求 第2篇客户投诉管理专员岗位职责、要求以及将来可以发展的方向 第3篇客户投诉处理专员岗位职责 客户投诉处理专员岗位职责 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 worlds 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 - bachelors 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 客户投诉处理专员岗位职责任职要求 客户投诉处理专员岗位职责 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，驿舒达 at hrs “we love to make it happen”: we are the global market leader when it comes to tech- and data driven business travel solutions. our enterprise business offers end-to-end hotel management solutions to more than 7，000 corporate businesses globally to simplify their business travel. state of the art service solutions like strategic consulting & hotel procurement， travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. today we work globally with the fortune 500， such as google， china mobile， amazon， siemens， hitachi， alibaba， volkswagen， worldbank. we are looking for a shanghai based 2nd level agent china (m/f/d) that provides contribution to the continuous improvement of services for hrs customers. your challenges 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 your commitment bachelors degree or above several 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 your rewards at hrs we feel globally united and mutually responsible， a belief that is rooted in our company history and values: thinking and acting like an entrepreneur， with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day. you will work in a modern working environment with flexible working hours and the option to work from home. our training and further education offers give you plenty of room for your personal growth and individual development. 客户投诉管理专员岗位职责、要求以及将来可以发展的方向 客户投诉管理专员协调客户服务主管制定客户投诉处理制度，负责客户投诉处理各项事宜，参加客户投诉处理实力的提升活动，提出客户投诉问题改善建议。 客户投诉管理专员岗位职责 1.负责受理客户有关业务的询问、查询及投诉等客户服务工作，解决客户所提出的问题，并跟踪、反馈处理结果； 2.负责客户所反应问题的归类、统计、分析等工作； 3.对服务中发觉的热点、难点问题及其他有可能造成越级投诉的服务质量隐患，刚好上报公司领导； 4.负责满足度回访，针对用户不满足问题，合理并主动协调公司内部资源为客户供应满足的解决方案； 5.帮助部门分析、调查客户投诉的缘由，提出处理方案、建议。 客户投诉管理专员岗位要求 1.一般话标准，口齿清晰，工作细致仔细； 2.具备良好的沟通、表达实力以及高度的责任心，剧烈的团队协作意识； 3.具备良好的法律意识和沟通协调实力，品德优秀，诚信务实； 4.具有很强的逻辑思维实力，性格开朗，工作仔细、严谨、负责； 5.娴熟运用word、excel等办公软件，有肯定的计算机及互联网操作基础。 客户投诉管理专员发展方向 可向客户服务主管发展。