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职位描述
岗位职责 【咨询窗口】 -我通过多渠道倾听用户的反馈,为用户提供专业的咨询服务; -我分析并建立客户关系中心的标准操作流程; -我保证相关部门为用户解决问题; -我分析用户反馈,提升用户满意度。 【全渠道协调】 -我和相关部门协作,提供用户反馈和数据库; -我和相关部门协作,分析工单处理结果和服务状态(跟进工单,反应时间,用户满意度...; -我和品牌部门协作,开发和实施新项目,建立和优化服务流程。 【系统项目】 -我组织内部工具系统的培训; -我维护内部工具系统,确保系统稳定使用; -我负责整合系统项目的后期开发需求,并进行跟进。 【满意度项目】 -我审核用户对于迪卡侬的服务与产品评价,跟进用户的特殊反馈; -我制作满意度分析报表,根据用户的评价,汇总分析用户的反馈,制作周报和月报。 【Contact Window】 -I listen to customers feedback and provide professional consultation from omni channel. -I build and analyze the standard internal workflow. -I guarantee the related departments solution to customers. -I analyze customers feedback and improve customer satisfaction. 【Omni Channel Coordination】 -I coordinate with related departments to provide customer feedback and database. -I coordinate with related departments to analyze ticket result and service level ticket follow up, response time, customer satisfaction.... -I coordinate with product team to develop new projects, build and optimize the service flow. 【Ticket Tool】 -I organize internal ticket tool training. -I maintain internal ticket tool operations to guarantee the customer consultation. -I optimize internal ticket tool system to improve agent efficiency. 【Satisfaction Review】 -I moderate customer review including service and product, following customer requests. -I make Satisfaction report, based on customer review, create and analyze data for weekly and monthly report. 任职要求 -有良好的沟通能力,优秀的服务意识 ; -热爱运动,并有自己一个非常喜欢和擅长的运动; -独立、慷慨、活力、真诚、有责任心、有团队精神、思维开放、抗压能力强; -英语口语流利,沟通流畅,有耐心 ; -有客户关系管理,订单管理经验者优先; -有一定数据分析能力,熟悉office,PS,AI等办公软件者优先。 -Have good communication and service sense -Sportive and have a favorite sport -Independence, generosity, vitality, sincerity, responsibility, team spirit, open mind and strong stress resistance -Fluent oral English -Customer relationship management, order management experience is preferred -Have certain data analysis ability, familiar with office software, PS, AI is preferred
工作地点
上海 浦东兰嵩路555号 收起地图@2008-2023 大街网 京ICP备09028813号-1 人才服务许可证:1101052019005号 电子营业执照 京公网安备 11010802034037号 京ICP证090373号
北京大杰致远信息技术有限公司 公司地址:北京市海淀区成府路28号优盛大厦D座18层1801 联系邮箱:service@dajie.com 联系电话:4006371088(工作时间)