- 目錄
第1篇 客戶投訴處理專(zhuān)員崗位職責(zé)
客戶服務(wù)/投訴處理/客服專(zhuān)員 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司,hrs,驛舒達(dá) 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 e_perience 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 e_pand 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 e_cellent quality and service standards
- clarify the causes of customer complaints with internal and e_ternal 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 e_perience 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2篇 客戶投訴處理專(zhuān)員崗位職責(zé)任職要求
客戶投訴處理專(zhuān)員崗位職責(zé)
客戶服務(wù)/投訴處理/客服專(zhuān)員 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司，驛舒達(dá) 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 e_pense 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 e_cellent quality and service standards
? clarify the causes of customer complaints with internal and e_ternal contacts
? process the customer complaints with optimal solution
? maintain and manage the customer data in the system
? participate in process optimization project
your commitment
? bachelor’s degree or above
? several years of working e_perience 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 fle_ible 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.
第3篇 客戶投訴管理專(zhuān)員崗位職責(zé)、要求以及未來(lái)可以發(fā)展的方向
客戶投訴管理專(zhuān)員協(xié)調(diào)客戶服務(wù)主管制定客戶投訴處理制度，負(fù)責(zé)客戶投訴處理各項(xiàng)事宜，參與客戶投訴處理能力的提升活動(dòng)，提出客戶投訴問(wèn)題改善建議。
客戶投訴管理專(zhuān)員崗位職責(zé)
1.負(fù)責(zé)受理客戶有關(guān)業(yè)務(wù)的咨詢、查詢及投訴等客戶服務(wù)工作，解決客戶所提出的問(wèn)題，并跟蹤、反饋處理結(jié)果；
2.負(fù)責(zé)客戶所反應(yīng)問(wèn)題的歸類(lèi)、統(tǒng)計(jì)、分析等工作；
3.對(duì)服務(wù)中發(fā)現(xiàn)的熱點(diǎn)、難點(diǎn)問(wèn)題及其他有可能造成越級(jí)投訴的服務(wù)質(zhì)量隱患，及時(shí)上報(bào)公司領(lǐng)導(dǎo)；
4.負(fù)責(zé)滿意度回訪，針對(duì)用戶不滿意問(wèn)題，合理并積極協(xié)調(diào)公司內(nèi)部資源為客戶提供滿意的解決方案；
5.協(xié)助部門(mén)分析、調(diào)查客戶投訴的原因，提出處理方案、建議。
客戶投訴管理專(zhuān)員崗位要求
1.普通話標(biāo)準(zhǔn)，口齒清楚，工作細(xì)致認(rèn)真；
2.具備良好的溝通、表達(dá)能力以及高度的責(zé)任心，強(qiáng)烈的團(tuán)隊(duì)協(xié)作意識(shí)；
3.具備良好的法律意識(shí)和溝通協(xié)調(diào)能力，品德優(yōu)秀，誠(chéng)信務(wù)實(shí)；
4.具有很強(qiáng)的邏輯思維能力，性格開(kāi)朗，工作認(rèn)真、嚴(yán)謹(jǐn)、負(fù)責(zé)；
5.熟練使用word、e_cel等辦公軟件，有一定的計(jì)算機(jī)及互聯(lián)網(wǎng)操作基礎(chǔ)。
客戶投訴管理專(zhuān)員發(fā)展方向
可向客戶服務(wù)主管發(fā)展。
