投訴專員崗位職責(zé)13篇

第1篇 投訴受理專員崗位職責(zé)

崗位職責(zé):

1、負(fù)責(zé)品牌權(quán)利人的知識產(chǎn)權(quán)投訴處理;

2、負(fù)責(zé)權(quán)利人投訴資質(zhì)審核與溝通,及侵權(quán)理由的判斷,并對投訴信息進(jìn)行審核與處理;

3、根據(jù)處理結(jié)果對投訴方權(quán)利人做出處理答復(fù);

4、每周進(jìn)行品牌的投訴匯總及假貨匯總。

任職資格:

1、大專及以上學(xué)歷;

2、細(xì)致耐心,責(zé)任心強(qiáng),有敏銳的風(fēng)險意識,善于發(fā)現(xiàn)問題,抗壓能力強(qiáng);

3、熟練使用辦公軟件,如wps、e_cel、ppt等;

4、90后優(yōu)先,應(yīng)屆生亦可。

第2篇 投訴處理專員崗位職責(zé)任職要求

投訴處理專員崗位職責(zé)

崗位職責(zé):

1. 協(xié)助做好投訴及危機(jī)事件預(yù)防工作;

2. 處理寶馬汽車銷售，售后用戶投訴;

3. 收集以及記錄好投訴以及相關(guān)產(chǎn)品信息，錄入到相應(yīng)的數(shù)據(jù)管理系統(tǒng);

4. 收集客戶使用信息，做好群體性用戶投訴風(fēng)險的預(yù)控;

5. 參與處理危機(jī)事件;

任職要求:

1. 中專及以上學(xué)歷，了解汽車(機(jī)械)相關(guān)知識。

2. 熟悉客戶售后服務(wù)、服務(wù)理論知識。1年以上客服經(jīng)驗(yàn)或者汽車4s店售后、客服服務(wù)經(jīng)驗(yàn)

3. 計算機(jī)使用熟練;

4. 優(yōu)秀的團(tuán)隊合作意識;

5. 具有較強(qiáng)的溝通、協(xié)調(diào)能力;

6. 具有汽車行業(yè)從業(yè)背景且具備上述知識，可優(yōu)先考慮。

第3篇 投訴處理專員崗位職責(zé)

投訴處理專員 南京雪糕網(wǎng)絡(luò)科技有限公司 南京雪糕網(wǎng)絡(luò)科技有限公司,雪糕游戲,雪糕網(wǎng)絡(luò) 職責(zé)描述:'1、負(fù)責(zé)客戶投訴處理;

2、定期對投訴數(shù)據(jù)進(jìn)行分析及培訓(xùn);

3、根據(jù)投訴數(shù)據(jù)進(jìn)行客戶關(guān)愛方案的編寫及組織、執(zhí)行;'

任職要求:'1、大專以上學(xué)歷,有客戶關(guān)系或服務(wù)行業(yè)經(jīng)驗(yàn)者優(yōu)先;

2、有較強(qiáng)的人際溝通能力、應(yīng)變能力和協(xié)調(diào)能力;

3、能承受工作壓力,具有積極心態(tài);

4、具有很強(qiáng)的服務(wù)意識和團(tuán)隊合作精神;

5、具有良好的口頭和文字組織能力,歸納總結(jié)能力;

6、能熟練運(yùn)用辦公軟件,能通過e_cel做數(shù)據(jù)分析;

7、能適應(yīng)輪班要求;

8、1-2年工作經(jīng)驗(yàn)優(yōu)先;'

第4篇 投訴客服專員崗位職責(zé)

客戶服務(wù)/投訴處理/客服專員 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5篇 客戶投訴管理專員崗位職責(zé)、要求以及未來可以發(fā)展的方向

客戶投訴管理專員協(xié)調(diào)客戶服務(wù)主管制定客戶投訴處理制度，負(fù)責(zé)客戶投訴處理各項事宜，參與客戶投訴處理能力的提升活動，提出客戶投訴問題改善建議。

客戶投訴管理專員崗位職責(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題，并跟蹤、反饋處理結(jié)果；

2.負(fù)責(zé)客戶所反應(yīng)問題的歸類、統(tǒng)計、分析等工作；

3.對服務(wù)中發(fā)現(xiàn)的熱點(diǎn)、難點(diǎn)問題及其他有可能造成越級投訴的服務(wù)質(zhì)量隱患，及時上報公司領(lǐng)導(dǎo)；

4.負(fù)責(zé)滿意度回訪，針對用戶不滿意問題，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)隊協(xié)作意識；

3.具備良好的法律意識和溝通協(xié)調(diào)能力，品德優(yōu)秀，誠信務(wù)實(shí)；

4.具有很強(qiáng)的邏輯思維能力，性格開朗，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，有一定的計算機(jī)及互聯(lián)網(wǎng)操作基礎(chǔ)。

客戶投訴管理專員發(fā)展方向

可向客戶服務(wù)主管發(fā)展。

第6篇 售后投訴專員崗位職責(zé)任職要求

售后投訴專員崗位職責(zé)

崗位職責(zé)

1、對新、老客戶進(jìn)行回訪，做好售后服務(wù);保持跟客戶的聯(lián)系，增加溝通，了解客戶所需，促進(jìn)后期合作;

2、及時處理客戶的建議、投訴，解答問題和意見，記錄整理及匯報;

3、月子客人的溝通及聯(lián)系

4、善于處理客戶提出的各種問題及各種投訴。

任職資格

1 性格外向，有較強(qiáng)的溝通能力及服務(wù)理念

2 有一定客戶服務(wù)工作經(jīng)驗(yàn)

3 做事主動積極，細(xì)心負(fù)責(zé)，溝通能力強(qiáng)，有團(tuán)隊合作精神，抗壓能力強(qiáng)，能面對客戶的不同問題給與解決

4 有責(zé)任心，能獨(dú)立完成任務(wù)

售后投訴專員崗位

第7篇 投訴協(xié)調(diào)專員崗位職責(zé)

崗位職責(zé):

1.受理客戶投訴,及時聯(lián)系責(zé)任方處理好客戶投訴;

2.負(fù)責(zé)客戶滿意度回訪,分析真實(shí)客戶滿意情況并作出改進(jìn);

3.負(fù)責(zé)劃分客戶投訴問題的責(zé)任界定,提升處理效率;

4.負(fù)責(zé)客戶投訴受理流程的改進(jìn);

5.定期制作客戶服務(wù)工作情況總結(jié)報告報上級審批

任職要求:

1、大專以上學(xué)歷;

2、有較強(qiáng)的溝通能力,仔細(xì)度高,責(zé)任心強(qiáng);

3、積極主動為客戶解決問題;

4、有物流工作經(jīng)驗(yàn)的優(yōu)先;

第8篇 客戶投訴處理專員崗位職責(zé)

客戶服務(wù)/投訴處理/客服專員 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9篇 投訴協(xié)調(diào)專員崗位職責(zé)任職要求

投訴協(xié)調(diào)專員崗位職責(zé)

崗位職責(zé):

1.受理客戶投訴，及時聯(lián)系責(zé)任方處理好客戶投訴;

2.負(fù)責(zé)客戶滿意度回訪，分析真實(shí)客戶滿意情況并作出改進(jìn);

3.負(fù)責(zé)劃分客戶投訴問題的責(zé)任界定，提升處理效率;

4.負(fù)責(zé)客戶投訴受理流程的改進(jìn);

5.定期制作客戶服務(wù)工作情況總結(jié)報告報上級審批

任職要求:

1、大專以上學(xué)歷;

2、有較強(qiáng)的溝通能力，仔細(xì)度高，責(zé)任心強(qiáng);

3、積極主動為客戶解決問題;

4、有物流工作經(jīng)驗(yàn)的優(yōu)先;

投訴協(xié)調(diào)專員崗位

第10篇 售后投訴專員崗位職責(zé)

崗位職責(zé):

1、對銷售中心的訂單錄音和微信進(jìn)行抽查質(zhì)檢,規(guī)范銷售行為,有違規(guī)行為及時上報給部門主管

2、總結(jié)質(zhì)檢問題,提出質(zhì)檢漏洞方案,給出改善措施和完善銷售話術(shù)

3、處理客戶售后問題(錯發(fā)少發(fā),客戶投訴等客訴問題)

4、調(diào)查回訪老客戶,提升客戶滿意度

任職要求:

1、高中以上普歷;

2、具備敏銳的商業(yè)意識,較強(qiáng)的應(yīng)變能力、口頭表達(dá)與溝通能力;

3、有較強(qiáng)的推廣和維護(hù)協(xié)調(diào)客戶的能力,熟悉客戶服務(wù)流程;

4、具備較強(qiáng)的學(xué)習(xí)能力,可快速掌握專業(yè)知識,及時開展工作;

5、有相關(guān)售后或投訴工作經(jīng)驗(yàn)者優(yōu)先。

待遇:

面議;月休6天自主調(diào)休;

第11篇 投訴理賠專員崗位職責(zé)描述崗位要求

職位描述：

崗位職責(zé):

1、聯(lián)系客戶，幫客戶解決和處理車輛出險理賠事宜；

2、對接保險公司理賠部門，協(xié)調(diào)、跟進(jìn)車輛理賠事宜；

3、跟進(jìn)財務(wù)到賬和打款情況；

4、定期完成數(shù)據(jù)分析，通過數(shù)據(jù)找到理賠中的問題及解決辦法；

5、完成領(lǐng)導(dǎo)交辦的其他任務(wù)。

崗位要求:

'1、?？萍耙陨蠈W(xué)歷；

2、2年以上工作經(jīng)驗(yàn)，從事過汽車保險/質(zhì)保行業(yè)優(yōu)先；

3、具備較好的溝通表達(dá)能力，良好的團(tuán)隊合作和協(xié)同能力；

4、熟練掌握office辦公軟件。'

第12篇 投訴受理專員崗位職責(zé)任職要求

投訴受理專員崗位職責(zé)

投訴受理專員 北京自如生活資產(chǎn)管理有限公司 北京自如生活資產(chǎn)管理有限公司 投訴管理部是一個怎樣的部門

在這里，你可以是:

公關(guān)經(jīng)理:突發(fā)事件善后處理，危機(jī)公關(guān)，政府溝通

談判專家:縝密的思維，靈活的頭腦，善辯的口才

培訓(xùn)講師:你每月有三百名新學(xué)員

流程和營銷活動測試師:先行體驗(yàn)，參與完善

活動策劃師:主持、興趣社團(tuán)、節(jié)日活動組織

崗位職責(zé):

1、負(fù)責(zé)受理客戶投訴、疑難問題，參與業(yè)務(wù)糾紛談判，并跟進(jìn)至問題解決完畢。

2、對業(yè)務(wù)一線發(fā)起提交的備案做出方案回復(fù)，并跟進(jìn)解決。

3、處理客戶總部面訪的疑難問題、投訴問題。

4、針對受理的投訴問題，做出責(zé)任判定，對不符合服務(wù)規(guī)范和操作流程的行為追查判責(zé)。

5、根據(jù)受理的客訴問題，洞察公司流程、標(biāo)準(zhǔn)、產(chǎn)品、系統(tǒng)存在的問題，并提出優(yōu)化建議方案。

6、根據(jù)受理的投訴，編寫案例，整理不同投訴的處理方法，總結(jié)處理投訴的技能技巧，提煉投訴管理的模型。

7、上級交辦的其他工作。

崗位要求:

1、統(tǒng)招本科學(xué)歷及以上;

2、具備優(yōu)秀的數(shù)據(jù)分析能力，邏輯思維清晰，熟練使用e_cel、word、powerpoint等辦公軟件，有較強(qiáng)的文檔編輯能力、分析及總結(jié)能力;

3、具備較強(qiáng)的內(nèi)外部溝通及應(yīng)急事件快速處置能力;

4、具有較強(qiáng)的問題收集和溝通能力，較強(qiáng)的辨別投訴存在的風(fēng)險能力;

5、具備極強(qiáng)的責(zé)任心，較強(qiáng)的學(xué)習(xí)能力，能夠適應(yīng)高強(qiáng)度的工作壓力，誠信正直;

六險一金，免費(fèi)體檢，獨(dú)棟辦公，租房優(yōu)惠，快速晉升~福利多多，我們在等你~!

投訴受理專員崗位

第13篇 客戶投訴處理專員崗位職責(zé)任職要求

客戶投訴處理專員崗位職責(zé)

客戶服務(wù)/投訴處理/客服專員 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.