客户体验岗岗位职责
客户体验岗岗位职责:
1、负责对机构的客户调研及分析。(定性和定量调研)
2、负责落实总部客户体验工作相关政策和规定,机构NPS指标监控和提升。
3、负责机构客户投诉处理、追踪、宣导。
任职要求:
1、本科及以上学历(金融、保险、法律、心理学专业)。
2、一年以上金融机构客户投诉处理、客户活动策划、柜面管理等客户服务工作经验。
3、熟练excel办公软件,有一定的大数据处理、分析、计算的能力。
4、有公安体制类关系岗位职责:
1、负责对机构的客户调研及分析。(定性和定量调研)
2、负责落实总部客户体验工作相关政策和规定,机构NPS指标监控和提升。
3、负责机构客户投诉处理、追踪、宣导。
任职要求:
1、本科及以上学历(金融、保险、法律、心理学专业)。
2、一年以上金融机构客户投诉处理、客户活动策划、柜面管理等客户服务工作经验。
3、熟练excel办公软件,有一定的大数据处理、分析、计算的能力。
4、有公安体制类关系
篇2：客户体验经理岗位职责
客户体验经理UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
-
Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers
UndergeneraldirectionfromChinaAftermarketBusinessandProjectServiceManagementfunction,andinclosecollaborationwithcross-functionalteamslikebusinessdevelopment,operation,systemsolution,sales,branding,productmarketingandoutsidepartners,todesign,developandimplementstrategiesandplansofProjectServiceManagementSystem,includingservicestandard,delivertrainingandauthorizetoservicestoresandservicetechnicians,setupKPItoevaluateandservicestore/technicianperformance,buildprocesstoresolveconsumercomplaintsandcollectconsumerfeedback,drivecontinueimprovecustomerexperienceandservicestandardoptimization.
TypicalDuties
Servicestandardcontinueimprovement
-Basedonproducttechnicalrequirements,consumercomplaints,consumersurvey,continuouslydriveservicestandardimprovementtoelevateconsumerexperience,buildservicebenchmark
Techniciantrainandauthorize
-Developtechniciantrainingmaterialstotracktrainingprogress
-Developprocesstoguidetechniciantoattendtrainingandexam,evaluatetrainingresults
-Developonsiteactivitiestomotivateprojecttechnician,enhanceproductbrand,servicebrand,servicestandardtraining,increasetechnicianserviceawarenessandloyalty,spreadproductandbrandmessagetoconsumersthroughtechnicianserviceandcustomerexperience
-
Servicemanagement
-Developproperprocesstoenableservicestandardwellimplementationinfield
-Workwithoperationteamandservicepartnertodeliverclearrequirementsandprocessforstoreperformanceandtechnicianserviceresults
-UnderstandconsumerbehaviorandneedstosetuprightKPItoserviceresults
-Developissueresolvingguidancetoservicepartnertomakesureconsumervoicecanbefeedbackintime
-WeeklyandMonthlyreportouttodeliverservicenetworkinsightstoleadershipteam,anddriveimprovement
-Setupincentiveanddowngrademethodologytoencouragegoodandobsoletebadservice
-Buildtechniciancommunity
Consumersurveyandcallcenter
-Setupstandardandprocessofconsumercommunication,includingnegativecomments,regularserviceresultscheck
-Improveservicestandardbasedontechnicianfeedbackandconsumervoice
Servicebrandingandcommercialization
-Workwithbrandingteamtopromoteservicebrandthroughonlineandofflinechannel
-Continuetoaddvaluetoprojectservice,consumerexperience,customervalue,differentiationwithcompetitors,setupproperpriceforserviceandselltoconsumers
篇3：客户体验专员岗位职责
客户体验专员-YYGX-KHZX-**年0427连连支付连连银通电子支付有限公司,连连支付,连连银1、负责VOC搜集和分析,并推动产品线完成产品优化;
2、通过竞品比较,产品测试搜集需求,完成需求可行性分析和参与产品原型设计;
3、根据现有数据出发,分析用户支付行为,对公司产品提出有效建议,进行产品的用户体验推动;
4、对接跟进公司产品动态,协助产品完成服务支撑。
任职资格:
1、学历:本科以上学历;
2、经验:1-3年工作经验,具有互联网及金融类服务经验者优先;
3、技能:
良好的数据洞察力,能够通过数据发现问题;
备项目的管理及独立执行能力,流程设计与优化能力;
熟练掌握EXCEL、VISIO、WORD制作与排版、功能运用熟练;
表达、沟通能力强,逻辑思维清晰,并且具备很好的文字书写与编辑能力;
具有良好的协调、沟通能力及团队合作意识;
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篇4：集团客户体验事业群品质管理专家岗位职责
集团客户体验事业群-品质管理专家工作职责:
1、5年以上大型呼叫中心经验,2年以上质量管理经验,熟悉质量体系和品质监控标准;
2、熟悉班组质量提升,能独立规划和制定监控方式和标准;
3、有独立负责客户满意度项目经验;
任职要求:
1、根据部门要求,负责品质管理的统筹落地,保障品质KPI达成;
2、建立呼叫中心服务品质标准和质量控制体系;
3、负责人员服务品质的监控、指导和跟进班组的品质提升落地;
4、定期负责品质运营专项分析,对整体质量趋势进行判断,制定整体的品质提升措施。
制度专栏
