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 responsibility that it should undertake. The post 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 formulate job responsibilities. The following is the job responsibilities of the customer service manager that I sorted out for you. Welcome to read, I hope you will like it.

Responsibilities of Customer Service Manager 1 E-commerce Customer Service Manager of Tsingtao Brewery Co., Ltd., Tsingtao Brewery Job Description:

1, the establishment and optimization of e-commerce customer service system

(1) is responsible for the overall management of e-commerce customer service, formulating the job responsibilities and job division of customer service posts, and ensuring the orderly, timely and cohesive work of the managed posts.

(2) Be responsible for establishing e-commerce customer service management system, and formulating and optimizing corresponding system documents such as e-commerce customer service management process, e-commerce after-sales management regulations and e-commerce after-sales operation specifications.

2. Management and supervision of customer service daily work

(1) Be responsible for communication and coordination with the operation manager of the e-commerce platform, and timely handle major customer complaints and emergencies of the platform.

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

(3) Be responsible for evaluating the daily work of customer service personnel and the service quality of each link before, during and after sales, formulating the performance evaluation standard of customer service, and following up the evaluation every month.

(4) Responsible for regularly organizing on-the-job training for e-commerce customer service before, during and after sales, and formulating training materials.

3. Responsible for coordinating customer service to implement e-commerce promotion activities.

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

(2) Responsible for coordinating customer service to implement e-commerce customer service promotion activities.

Requirements:

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

2, work experience requirements: need to have more than 3 years of e-commerce customer service management experience;

3. Other requirements:

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

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

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

(4) Have a high degree of work enthusiasm and good teamwork spirit, and have excellent customer handling skills and experience;

Customer Service Manager Job Responsibilities 2 Pre-sales Customer Service Manager Network New Technology Zhejiang University Network New Technology Co., Ltd., Zhejiang University Network New Technology and Zhejiang University Network New Ben are newly established e-commerce operation departments, so please vote carefully.

Description of responsibilities:

1, according to the company's operation plan, cooperate with the company's overall goals, formulate the customer service department's work objectives and work plans, 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 effect, and ensure the process, standardization and management supervision of customer service;

3. The formulation and evaluation of the overall performance evaluation index 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 the business connection department, do a good job in departmental support and implementation arrangements, and solve problems with the help of the cooperation department.

Requirements:

1, college degree or above, major is not limited, 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 achieve results; Have strong professional skills in improving, training and building the business skills of customer service team; Have a strong thirst for knowledge and learning ability for emerging formats related to e-commerce customer service management, and can be translated into the improvement of energy efficiency of customer service teams.

Customer Service Manager Job Responsibilities 3 English Customer Service Manager (4830) Perfect World (Beijing) Software Technology Development Co., Ltd., Perfect World (Beijing) Network Technology Co., Ltd., Perfect Animation, Perfect International, Perfect Game, Perfect World Job Responsibilities:

1, responsible for formulating the policies and procedures of the customer service department; Ensure customer service process, standardization and management supervision;

2. 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 that the daily operation of the team is 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, and have strong team building management ability and overall planning ability;

5, good at motivation, with good team leadership and cooperation spirit.

Customer Service Manager Job Responsibilities 4 Job Responsibilities:

1, establish an 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 sale, and establish a quality index system;

3. Management and training of customer service personnel;

4, customer service team workflow combing and speech specification;

5. Solve problems such as pre-sales and after-sales;

6. Effectively build a customer service team, be responsible for establishing a team assessment system, clarify assessment indicators, conduct statistical analysis on customer service operations and uploaded data every day, and timely communicate with investment promotion, operation and other teams to follow up the problems reflected;

7. Establish 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 before, during and after sales;

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, and have strong team building management ability and overall planning ability;

4. Skillful use of WORD/EXCEL/PPT/VISIO and other software, with strong ability of document editing, data processing, analysis and summary;

5, with entrepreneurial mentality, embrace change, can quickly adjust and adapt.

Note: E-commerce experience refers to the position of customer service supervisor or manager in JD.COM Tmall and other large shopping malls. Please indicate the working experience of other platforms.

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: formulate specific customer service training plans and organize their implementation, and constantly improve the business skills of customer service personnel through training; Work organization and skill guidance of after-sales customer service personnel (return, refund, inspection).

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 enterprise-specific service standards, including pre-sale, in-sale and after-sale services, and strive to promote and supervise the good implementation of standards;

6. Daily operation and maintenance management of the store: pay attention to the exchange area of the store and reply to the message; Pay attention to the order validity and daily performance of pre-sales customer service; Pay attention to the handling of daily returns, refunds and 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 a reply in the forum to increase the click rate of the store; Track and analyze report data, optimize service process and improve conversion rate.

7. Assist the superior to handle other affairs of the store.

Customer Service Manager Job Responsibilities 6 Bank Customer Service Quality Control Management Post Quality Control Supervisor/Assistant Manager Guangzhou Bank Credit Card Center, Guangzhou Bank, Guangzhou Bank Credit Card Center, Guangzhou Bank Card, Guangzhou Bank Credit Card Center (to be established) Job Responsibilities:

1. Responsible for managing the call center quality control team, helping to achieve the call center operation indicators and improving the call center service quality.

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. Be responsible for personnel quality control, train internal quality experts of customer service, and improve the quality of hotline/online agent.

4. Be responsible for compliance control, prevent and control internal/external violations, and improve employees' 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 analytical and problem-solving skills.

4. Good time management, planning and organization skills.

5, good expression skills, strong writing skills, can win recognition at work and establish good interpersonal relationships.

Customer Service Manager Job Responsibilities 7 Air Service Manager (Shanghai) Shanghai Han Wei Logistics Co., Ltd. Shanghai Han Wei Logistics Co., Ltd. Han Wei 1. Customer maintenance contact:

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

2) Accept the inquiry of the clinching customer, and quote the clinching customer daily according to the service demand of the clinching customer, so as to realize the repeated clinching of the clinching customer;

3) Cooperate with the management of relevant customer files;

2. Contact and handling of sales orders:

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

2) Accept customer orders, 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 sales orders, negotiate with customers to adjust the logistics scheme of the orders;

3. Others

1) put forward reasonable suggestions on the company's transportation products and sales strategy, so that the company can improve it better.

job requirement

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. Familiar with air transport operation process, have solid basic knowledge of trade and be familiar with international trade terms.

Customer Service Manager Job Responsibilities 8 Job Responsibilities:

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

2. Responsible for collecting and recording customers' 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 statistical business data and complete business analysis report;

Requirements:

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

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

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

4. Strong sense of responsibility, practical, diligent and positive;

Job responsibilities of customer service manager 9 1. Under the leadership of the general manager, be fully responsible for the hygiene management, safety management, water and electricity management, maintenance and recovery of water and electricity expenses and equipment maintenance of the shopping mall.

2. Organize company employees 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 all the work in the mall in a planned way.

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

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, responsible for the daily maintenance of water and electricity work arrangements (including water, electricity, gas meter reading, accounting, fees, external payments, etc.). ), handle daily maintenance work in time.

8, prepare and organize the implementation of equipment maintenance plan and spare parts procurement plan.

9. Establish an equipment account and check it regularly to ensure that the account is consistent with the reality and prevent the company's assets from losing.

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

1 1. 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 10 After-sales customer service manager Hunan Samsung Precision Industry Co., Ltd., Samsung, Samsung Job responsibilities:

1. Be responsible for the overall management of the after-sales customer service team, and formulate and implement the short-term and long-term goals of the 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 customer service team, and do a good job in communication and coordination between headquarters and sub-cities all over the country;

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

5. Timely feedback the problems encountered in the work, with goal orientation and crisis management awareness.

Requirements:

1. College degree or above;

2. Proactive, enterprising and responsible;

3. Have experience in mechanical automation after-sales customer service management and be familiar with after-sales customer service process;

4. Have a certain understanding of the design of precision automation equipment.

Responsibilities of customer service manager: 1 1 1. Responsible for recruiting, training and evaluating department employees according to the establishment.

2, responsible for the implementation of the responsibility book signing work.

3. Be responsible for training the reserve manager.

4. Responsible for coordinating the daily property management and KPI implementation of the mall.

5. Strengthen employees' ideological education, cultivate employees' concept of loving Red Star as their home, and check whether employees' behavior is standardized.

6. Determine work objectives, formulate work and training plans, make work arrangements, and make monthly, quarterly and annual work summaries.

7. Do a good job in the evaluation of outsourcers, carry out cost management according to the bidding process of property contracts, and control the use of budgets.

8. Establish good public relations, coordinate with other departments and handle major complaints.

9. Be responsible for the fire safety within the management scope of the mall property department. In case of emergency and accident, the mall should cooperate with the mall to deal with it and do a good job in the aftermath.

10. Organize and implement the daily operation of the property of the Group Property Promotion Center to achieve the quality objectives.

1 1, responsible for property file management, establishing good public relations and coordinating with other departments in the mall.

12. Organize regular working meetings of relevant personnel of the department to convey the working spirit of the Group and regional properties, check the implementation of the work of the department and assess the employees.

Responsibilities of customer service manager: 12 1. Manage, supervise and evaluate the daily work of the customer service staff of Tmall flagship store and the service quality evaluation of each link of pre-sale, in-sale, after-sale and bill review, and establish a quality index system;

2. Management and training of customer service personnel, improvement of customer service team conversion rate, customer unit price and other related data indicators;

3. Customer service team's job responsibilities, workflow combing and speech standardization;

4. Solve difficult problems such as pre-sales and after-sales and communicate with departments;

5. Establish a team assessment system, define assessment indicators, and conduct statistical analysis on customer service team data every day.

6. Establish a customer service training system and organize regular product and communication skills training;

7. Cooperate with all departments to solve related after-sales problems.

Customer Service Manager Job Responsibilities 13 Customer Service Manager of Commercial Complex Xiangjiang Real Estate Zengcheng Xiangjiang Real Estate Co., Ltd. Zengcheng Xiangjiang Real Estate Job Responsibilities:

1. Organize the work of the customer service department of the complex, undertake the tracking and handling of major complaints and difficult problems, and establish good relations with customers;

2, combined with the actual situation of daily management, refine and formulate the management system, process and service specification of this department, and implement it;

3. Strengthen internal management and employee communication, hold regular departmental meetings, solve work difficulties, coordinate working relationships, and master the development of various tasks;

4. Management of check-in, decoration, move-out and move-in of client units;

5. Organize and develop community culture, and mobilize and organize customer service to actively participate;

6. Supervision and management of management fee collection.

Qualifications:

1, college degree or above; 2.3 years or above customer service manager experience in super grade A office building or large commercial project; 3, more than 8 years (non-residential) customer service or quality management experience; 4. Working experience in 5 banks is preferred.

Job responsibilities of customer service manager 14 Job responsibilities of customer service manager (non-technical) Guangdong Lexin Medical Electronics Co., Ltd., Guangdong Lexin Medical, Guangdong Lexin, Guangzhou Xinxiang Information Technology Co., Ltd. and Lexin:

1. Responsible for the daily management of the customer service department and provide consulting and after-sales service for customers;

2. Manage the customer service team and guide the daily work of the customer service team;

3. Make the customer service personnel arrangement plan according to the sales activities of the operation;

4. Keep in touch with the operation and formulate corresponding activity phrases for customer service;

5. Spot check customer service chat records and summarize them to improve the quality of service communication;

6. Manage the quality of customer service and control the assessment indicators of each store;

7. Manage the bad reviews and replies of stores;

8. Handling complaints from customers such as the Industrial and Commercial Bureau and the Quality Supervision Bureau;

9. Communicate with technical department, quality department, market and other departments, feedback the quality problems complained by customers and track the progress;

10. Formulate and implement the performance management system and calculate the monthly employee performance appraisal;

1 1. Calculate departmental expenses and submit monthly expense approval application;

12. Publish recruitment requirements, arrange induction training for new employees, and apply for and cancel accounts;

13. Complete other tasks assigned by the leaders.

qualifications

1. Understand the platform rules such as Tmall and JD.COM and the national three guarantees regulations;

2. Good communication and coordination skills;

3. Have professional customer service knowledge and experience, and be able to handle customer complaints and service matters reasonably;

4. Leadership and management skills, establish and manage customer service team, and maintain corporate image;

5. Keen market observation, able to provide corresponding services according to market demand and customer demand;

6. Ability to respond to emergencies;

7. Have team spirit and good professional ethics.

Customer Service Manager Job Responsibilities 15 Customer Service Manager of Quality Department Shenzhen Jindi Property Management Co., Ltd. Wuhan Branch Shenzhen Jindi Property Management Co., Ltd. Wuhan Branch and Jindi Job Responsibilities:

1. According to the requirements of the company's customer service system, implement the customer service concept, be responsible for training all employees' service awareness and coordinating customer service work;

2. Organize statistical analysis of customer satisfaction and assist the project to improve customer satisfaction;

3. Participate in the handling of sudden or major customer incidents, sum up experiences and lessons, and guide the handling of corporate group litigation incidents;

4. Carry out and supervise the daily customer service work of each project, train customer service personnel and develop training courseware;

5. Organize daily quality inspection of various projects.

Qualifications:

1, more than 3 years experience in customer service management in property industry, familiar with customer service management in various formats in residential quarters;

2. Familiar with property management related laws and regulations, and have experience in overall customer service management;

3. Have a good sense of service and excellent communication and negotiation skills;

4. Have a good sense of teamwork, strong learning ability and good coordination ability.

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