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1、客户关怀经理职位描述文件职位识别信息职位名称Manager, Customer Care所属部门Contact Center职位编号所在城市SZ工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Sr. VP, Contact Center Operation汇报职位直接下级职位Customer Care Officer; Retention Officer人员管理权限薪酬无建议权 决定权直接下级人数2绩效无 建议权 决定权直接管辖团队8配备无 建议权 决定权业务指导职位VP, Contact Center Operation; General Manager of o
2、ther departments对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度Graduate with business or hospitality related degree专业方向Operation management in contact center industry工作经验 More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs行业经验Contact
3、center培训经历管理技能 Control Planning Delegation Coordination专业技能 Sales and Service Management, COPC knowledge通用技能 Communication Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标）To achieve and exceed customer satisfaction targets职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面 To formulat
4、e customer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessmentOperational Level To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers require
5、ments and give advice on external sales and service policies To lead a team in performing mystery shoppers programs To lead a team in constantly review customer feedback and improve internal process effectiveness To effectively manage and resolve customer complaints from internal and external channels To plan and implement continuous improvement mechanism such as COPC All KPIs on customer care Internal customer satisfaction External customer satisfaction
