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客户关怀经理职位描述文件职位识别信息职位名称Manager,CustomerCare所属部门ContactCenter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,ContactCenterOperation汇报职位直接下级职位CustomerCareOfficer;RetentionOfficer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,ContactCenterOperation;GeneralManagerofotherdepartments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Graduatewithbusinessorhospitalityrelateddegree专业方向Operationmanagementincontactcenterindustry工作经验•Morethan5yearsContactCentreOperationexperience,2ofwhichinmanagerialorseniorsupervisoryrolepreferablyinforeignMNCs行业经验Contactcenter培训经历管理技能•Control•Planning•Delegation•Coordination专业技能•SalesandServiceManagement,COPCknowledge通用技能•Communication•Leadershipandpeoplemanagement职位目的与职责职位目的（存在的理由，限制和目标）Toachieveandexceedcustomersatisfactiontargets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•Toformulatecustomercommunicationandretentionstrategyastoeffectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.•Full•SeniormanagementassessmentOperationalLevel•TocollaboratewithQualityAssuranceTeaminordertoaccuratelyforeseentheeverchangingcustomersrequirementsandgiveadviceonexternalsalesandservicepolicies•Toleadateaminperformingmysteryshoppersprograms•Toleadateaminconstantlyreviewcustomerfeedbackandimproveinternalprocesseffectiveness•Toeffectivelymanageandresolvecustomercomplaintsfrominternalandexternalchannels•ToplanandimplementcontinuousimprovementmechanismsuchasCOPC•All•KPIsoncustomercare•Internalcustomersatisfaction•Externalcustomersatisfaction