Is the customer service manager of ICBC a regular employee?

The position of customer service manager of ICBC is not a formal job.

Because the customer service manager of ICBC is hired by the outsourcing unit, the customer service manager of ICBC is not formally established and does not enjoy the benefits of formal employees of ICBC. ICBC's customer service is also a specific business of ICBC. They are only responsible for customer inquiries and loss reporting, as well as accepting customer complaints.

The recruitment of customer service managers by ICBC is formal, and the customer service managers recruited by ICBC need to face customers directly. ICBC has strict recruitment requirements for customer service managers. For the positions of account manager and customer service manager, candidates should obtain a nationally recognized bachelor's degree or above. Among them, overseas college graduates should obtain other post qualifications (degrees) certification issued by the Study Abroad Service Center of the Ministry of Education.

Job responsibilities of customer service manager

1, responsible for assisting the department manager to organize the staff of the department to carry out daily work according to the work requirements of the department to ensure the quality of the company's service.

2. Be responsible for the controlled distribution and management of service-related documents.

3. Be responsible for organizing the reception and handling of the owner's complaints, keeping work records, understanding the authenticity of the incident, coordinating the follow-up and handling of the incident by various departments and regions, and finally understanding the complainant's satisfaction with the incident handling in a closed loop.

4. Organize departmental staff to classify, summarize and count the opinions, complaints and suggestions of the owner, report the analysis to the company once a week, report the situation to various departments and regions every month, and implement improvement measures.

5. Organize visits to customers in various regions, and be responsible for organizing regional community cultural activities, service quality evaluation and customer survey and measurement.