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1、一类是有着海外留学背景或者工作经验的工程师，另一类是拥有综合素质的技术人员，即既懂互联网又掌握电信技术的人员。在这两类人才中，最缺的就是既懂互联网又懂电信技术的人才客户关怀专员职位描述文件职位识别信息职位名称Customer Care Officer, Customer Care所属部门Contact Center职位编号所在城市工作地点Contact Center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Manager, Customer Care汇报职位直接下级职位Nil人员管理权限薪酬无建议权 决定权直接下级人数0绩效无 建议权 决定权直接管辖团队0配备无 建议
2、权 决定权业务指导职位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University or above专业方向Business or statistics related工作经验 Two years Customer Service or Contact Centre Operation preferably in foreign MNC 行业经验 Compliant Handling experience培训经历管理技能 Coordination专业技能 Excellent Communication Skill通用技能 Communication职位目的与职责职位目的（
3、存在的理由，限制和目标）To provide customer care service to support efficient operations of the contact center as well as various business lines of the company as a whole.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)业务类战略层面战术层面操作层面 To handle and resolve customer complaints referred by hotline, write-in, em
4、ails, media To conduct periodic mystery shopper programs to keep track service standards and customer satisfaction levels To prepare periodic reports on complaint cases and analysis customer feedback to reflect weakness on product decide/service standard/business flow and identify rooms for improvem
5、ent To collaborate with buddy teams to monitor performances, foresee and react to changing customer requirements. To identify potential business/operational risks and to initiate action plans to protect company interestsAll KPIs for customer care service Internal customer satisfaction External customer satisfaction管理类
