Job responsibilities of customer service manager

Job responsibilities of customer service manager (15 articles)

In today's society, job responsibilities are becoming more and more important to people. Job responsibilities refer to the work content that a post needs to complete and the scope of responsibilities it should undertake. Duty is the unity of duties and responsibilities, which consists of two parts: the scope of authorization and the corresponding responsibilities. Presumably, many people are worried about how to make job responsibilities. The following is the job responsibilities of customer service manager that I have compiled for you. Welcome to read, I hope you will like it.

Job responsibilities of customer service manager 1

Tsingtao Brewery Co., Ltd., e-commerce customer service manager, Tsingtao Brewery Job Description:

1. Establishment and optimization of e-commerce customer service system

(1) Responsible for overall management of e-commerce customer service work, and formulating job responsibilities and job division of customer service posts. Ensure the orderly, timely and cohesive work of the positions under management

(2) Establish the customer service management system of e-commerce, and formulate and optimize the corresponding system documents such as customer service management process, after-sales management regulations and after-sales operation specifications of e-commerce

2. Manage and supervise the daily work of customer service

(1) Communicate and coordinate with the operation manager of e-commerce platform. Handle major customer complaints and emergencies of the platform in time

(2) supervise and audit customer service daily, solve problems encountered by customer service in time, and ensure that the dsr score of the store is higher than the industry average

(3) evaluate the daily work of customer service personnel and the service quality of all links before, during and after sales, and establish customer service performance evaluation standards. Monthly follow-up assessment

(4) Responsible for regularly organizing pre-sales, in-sales and after-sales job training of e-commerce customer service, and formulating training materials

3. Responsible for coordinating the customer service implementation of e-commerce promotion activities

(1) Responsible for coordinating the customer service operation support of e-commerce monthly promotion activities and formulating a monthly customer service implementation activity manual;

(2) Responsible for coordinating the customer service implementation of e-commerce customer service promotion activities

Requirements:

1. Age, education and professional requirements: under 35 years old, bachelor degree or above, e-commerce and other related majors are preferred;

2. Work experience requirements: at least 3 years of customer service management experience in e-commerce;

3. Other requirements:

(1) Strong team building management ability, overall planning ability;

(2) Strong communication and expression skills, adaptability and service awareness;

(3) Be familiar with the operating rules of various e-commerce platforms, various evaluation indicators of e-commerce customer service, and be proficient in the whole process of e-commerce before, during and after sale;

(4) Have a high degree of work enthusiasm and good team spirit, and have excellent customer handling skills and experience; Job responsibilities of customer service manager 2

Pre-sales customer service manager network new technology Zhejiang University Network New Technology Co., Ltd., Zhejiang University Network New Technology, Zhejiang University Network New This position is a newly established e-commerce operation division, please vote carefully.

Responsibilities:

1. According to the company's operation plan and the overall goal of the company, work out the work objectives and work plans of the customer service department, and track and control them at any time to effectively implement them;

2. Maintain and improve the customer service system, improve the service quality and results, and ensure the workflow, standardization and management supervision of customer service;

3. The formulation and evaluation of the overall performance evaluation indicators of the customer service team, as well as the evaluation and control of the human budget;

4. Formulate and improve service processes and business processes to improve customer service efficiency and customer satisfaction;

5. Do a good job in coordination and communication with business connection departments, do a good job in departmental support and implementation arrangements, and solve problems with the help of cooperative departments.

Requirements:

1. College degree or above, major is not limited, and customer service manager or customer service supervisor in e-commerce enterprise has more than 3 years working experience.

2. Strong business development ability and ability to get results; Strong professional skills in customer service team business skills improvement, training and construction; Have a strong thirst for knowledge and learning ability for emerging formats related to e-commerce customer service management, and can be transformed into the improvement of energy efficiency of customer service teams. Customer Service Manager Job Responsibilities 3

English Customer Service Manager (483) Perfect World (Beijing) Software Technology Development Co., Ltd., Perfect, Perfect World, Perfect World (Beijing) Network Technology Co., Ltd., Perfect Animation, Perfect International, Perfect Game, Perfect World Job Responsibilities:

1. Responsible for the formulation of customer service department systems and processes; Ensure customer service workflow, standardization and management supervision;

2. Be responsible for the planning, work plan, budget evaluation and control of the overall performance indicators of the customer service department; Continuously improve customer satisfaction;

3. Evaluate the quality and efficiency of the team's work, and be responsible for the management of the performance appraisal of the team's employees, so as to make the daily operation of the team more simplified and efficient;

4. actively communicate and coordinate with other relevant departments of the company to ensure the smooth and orderly customer service work.

Requirements:

1. Bachelor degree or above, proficient in English;

2. More than three years of customer service team management experience in the game industry;

3. Rich professional knowledge of customer service, familiar with the principles and methods of customer relationship management. Understand the relevant process of game customer service;

4. Be able to lead the customer service team independently, with strong team building management ability and overall planning ability;

5. Good at motivation, good team leadership and cooperative spirit. Job responsibilities of customer service manager 4

Job responsibilities:

1. Establishment of e-commerce customer service team;

2. Manage, supervise and evaluate the daily work of customer service personnel and the service quality evaluation of each link before, during and after sales, and establish a quality index system;

3. Management and training of customer service personnel;

4. The work flow of the customer service team is sorted out and the speech is standardized;

5. Solving difficult problems such as pre-sale and after-sale;

6. Effectively build a customer service team, be responsible for establishing a team assessment system, define assessment indicators, make statistics and analysis on customer service operation and uploaded data every day, and communicate and follow up the problems reflected with investment promotion, operation and other teams in time;

7. Set up a customer service training system and organize regular product and communication skills training;

8. Handle all kinds of complaints and emergencies in time, and lead the team to provide after-sales service.

Requirements:

1. More than three years experience in customer service team management in e-commerce industry, proficient in the whole process of e-commerce, including pre-sale, sale and after-sale;

2. With the goal of continuously improving service quality standards and customer satisfaction, I have strong oral and written communication skills, strong logical thinking ability and good at analyzing problems;

3. Be able to lead the customer service team independently, with strong team building management ability and overall planning ability;

4. Proficient in using software such as WORD/EXCEL/PPT/VISIO, and strong ability in document editing, data processing, analysis and summary;

5. Have entrepreneurial mentality, embrace change, and be able to adjust and adapt quickly.

Note: E-commerce experience refers to the position of customer service supervisor or manager in JD.COM Tmall and other large shopping malls. Please specify other platform work experience. Responsibilities of customer service manager 5

1. Sales management: lead the customer service team to complete sales performance and be responsible for the decomposition and implementation of sales targets;

2. Team management: responsible for the daily management, supervision, guidance, training and evaluation of the customer service team; Formulate customer service specifications, processes and systems; Improve the feedback and solution process of common customer problems; Optimize the quality of customer service in all directions.

3. Customer service training: specific customer service training plan is organized and implemented, and the business skills of customer service personnel are continuously improved through training; Work organization and skill guidance for after-sales customer service personnel (return, refund, check).

4. Customer management: manage customer files and establish relevant methods for customer relationship maintenance; Use information platform and other tools to send promotion and new product information to customers; Maintain customer relationship and increase customer viscosity;

5. service management: establish and optimize the unique service standards of enterprises, including pre-sale, in-sale and after-sale services, and strive to promote and supervise the good implementation of the standards;

6. Maintenance and management of the daily operation of the store: pay attention to the exchange area of the store and reply to messages; Pay attention to the order validity and daily performance of pre-sales customer service; Pay attention to the daily return, refund and handling of various after-sales problems; Pay close attention to the trends, rules and activities of Taobao in time and provide reasonable suggestions for the development of the store; Post and reply in the forum to increase the click rate of the store; Follow up and analyze report data, optimize service process and improve conversion rate.

7. Assist the superior to handle other affairs of the store. Job responsibilities of customer service manager 6

Quality control supervisor/assistant manager of bank customer service quality control post Guangzhou Bank Guangzhou Bank Co., Ltd. Credit Card Center, Guangzhou Bank, Guangzhou Bank Credit Card Center, Guangzhou Bank Card, and Guangzhou Bank Co., Ltd. Credit Card Center (in preparation) Job responsibilities:

1.

2. Be responsible for the improvement of service quality control in the whole process, carry out daily quality monitoring, put forward quality improvement suggestions, assist all links to improve the overall quality level, put forward improvement suggestions on business processes, normality, guidelines and norms, and promote the implementation of improvement suggestions.

3. Take charge of personnel quality control, train internal quality experts in customer service, and improve the quality of hotline/online agents.

4. Be responsible for compliance control, prevent and control internal/external violations, and improve personnel's compliance awareness.

Qualifications:

1. Full-time bachelor degree or above, regardless of major.

2, 3 years or above quality management experience in customer service center.

3. Good ability to analyze and solve problems.

4. Good time management and planning and organization skills.

5. Good presentation skills, strong writing skills, and ability to win recognition and establish good interpersonal relationships at work. Job responsibilities of customer service manager 7

Air service manager (Shanghai) Shanghai Hanwei Logistics Co., Ltd. Shanghai Hanwei Logistics Co., Ltd., Hanwei 1. Customer maintenance contact:

1) Take the initiative to contact the customers who have completed the transaction, understand the transportation needs of the customers who have completed the transaction, and master the daily delivery status of the customers who have completed the transaction;

2) accept the inquiry of the clinched customer, and make daily quotation to the clinched customer according to the service requirements of the clinched customer, so as to realize repeated clinching of the clinched customer;

3) Cooperate to manage the relevant customer files;

2. Contact and processing of sales orders:

1) Provide customers with transportation plans according to their transportation needs;

2) Accept orders from customers, maintain production orders in the system, and timely and accurately place orders with the production department;

3) according to the abnormal situation during the execution of the sales order, negotiate with the customer to adjust the logistics plan of the order;

3. Others

1) Put forward reasonable suggestions on the company's transportation products and sales strategies, so as to make better improvement for the company

Requirements

1. Education: College degree or above;

2. major: logistics, international trade, marketing and related majors;

3. Experience: relevant international freight and logistics industry experience is preferred;

4. Strong communication and interpersonal skills, strong customer service and negotiation skills, and strong team assistance skills;

5. be familiar with the air transport operation process, have a solid basic knowledge of trade, and be familiar with international trade terms. Job responsibilities of customer service manager 8

Job responsibilities:

1. Provide product consulting services, including after-sales service, to improve customer satisfaction;

2. Be responsible for collecting and recording customer needs, suggestions and opinions and feeding them back to relevant departments;

3. accept customer complaints and solve them within the scope of authorization;

4. summarize the statistical business data and complete the business analysis report;

Requirements:

1. College degree, proficient in English reading and writing, CET-4 or above;

2. 1 year experience in customer service management of e-commerce;

3. Have affinity, patience and good language expression and communication skills;

4. Strong sense of responsibility, practical, diligent and positive; Responsibilities of customer service manager 9

1. Under the leadership of the general manager, be fully responsible for the sanitation management, security management, water and electricity management, maintenance and recovery of water and electricity fees and equipment maintenance.

2. Organize the employees of the company to seriously study and implement the principles and policies of the party and the state, establish a good corporate image, work hard and improve their professional quality.

3. according to the company's deployment, do a good job in the work of the mall in a planned way.

4. Ensure the cleanliness of the shopping mall and do a good job in sanitation.

5. Be responsible for the parking management of shopping malls.

6. establish and improve the water and electricity management system, guide and urge the employees of the company to seriously implement the safety operation procedures and do a good job in safety.

7. Be responsible for the daily maintenance of water and electricity (including water, electricity and gas meter reading, accounting, charging and external payment, etc.), and handle the daily maintenance work in time.

8. Prepare and organize the implementation of equipment maintenance plan and spare parts purchase plan.

9. Establish equipment account and check it regularly to ensure that the account is consistent with the reality, so as to prevent the company from losing assets.

1. Strengthen supervision and inspection, establish supervision and assessment methods and reward and punishment mechanisms, and regularly assess the work attitude, labor discipline and service quality of employees of the company, and implement rewards and punishments.

11. Check safety measures regularly to eliminate potential safety hazards.

12. Strengthen information management. Actively report sensitive and abnormal situations to the company, and report major and urgent problems to the general manager immediately.

13. Complete other affairs assigned by the general manager. Job responsibilities of customer service manager 1

After-sales customer service manager Hunan Sanxing Precision Industry Co., Ltd., Hunan Sanxing Precision Industry Co., Ltd. Job responsibilities:

1. Responsible for the overall management of after-sales customer service team, formulate and implement short-term and long-term goals of after-sales customer service team;

2. sort out the after-sales customer service process, formulate or optimize solutions for after-sales problems, and continuously improve service efficiency;

3. Improve the training scheme for new and old employees, improve the working ability of the customer service team, and do a good job in communication and coordination between the headquarters and local cities;

4. Maintain customer relationship, count the existing after-sales problems and summarize them as data basis for team optimization and company process management;

5. feedback the problems encountered in the work in time, and have the sense of goal orientation and crisis management.

Requirements:

1. College degree or above;