客戶服務部專員崗位職責（2篇范文）

第1篇 客戶服務部專員崗位職責

崗位職責:

- 受理客戶關于網上銀行一般業務的咨詢

- 向客戶提供標準、專業、優質的服務;

- 接受7:00 - 00:00輪班安排;

- 具備良好的英語讀寫能力,熟練使用辦公軟件及計算機操作,打字速度快.

- 恪守銀行業界合規要求,具備高度責任感.

- meet targets on productivity and accuracy within stipulated time frame. instructions/requests are correctly interpreted and fully undertaken. work is/tasks are processed in accordance with policies and procedures. common fraud/errors/irregular transactions are identified and escalated;

- issues/problems are effectively investigated and resolved or appropriately referred with recommendations;

- acquire and update knowledge on procedures related to relevant processes;

- maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures;

- all data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.

任職資格:

- a diploma or degree in any discipline;

- ability to understand and interpret numeric data;

- flexibility to work shifts;

- attention to details;

- basic computer knowledge;

- ability to maintain focus while working with voluminous data;

- ability to multi task;

- customer-focused and attentive to the needs and requirements of the customers;

- good and fast learner on job knowledge and technical skills to cope with the assignments within a short timeframe;

- good commitment and can work under pressure.

第2篇 客戶服務部客服專員崗位職責

工作職責:

1. 高效受理客戶服務電話,了解客戶關于產品的咨詢、需求、建議、投訴等,并及時協調跟進處理;

2. 進行客戶電話回訪、滿意度調查等;

3. 提供針對銷售人員的服務電話支持,直接處理或協調跟進處理;

4. 提供網絡渠道的在線客服相關服務,即受理互聯網端客戶服務電話及在線咨詢,了解客戶關于產品的咨詢、需求、建議、投訴等,并及時協調跟進處理;

5. 各類投訴案件的統計與分析,及時了解客戶需求并向相關部門反饋;

6. 完成領導交辦的其他工作

職位要求:

1. 30歲以下,大專及以上學歷,擁有2年及以上相關工作經驗(保險業電話服務經驗者、英語服務能力優先);

2. 熟知保險行業(尤其是健康醫療保險)專業知識和相關監管政策要求,且有投訴處理工作優先;

3. 良好的溝通能力(普通話標準、聲音甜美)及應變能力,專業的心理素質和較強的服務意識;

4. 個人能力、自我激勵、團隊意識;

5. 可接受排班(做五休二),能承接較強的工作任務。