客户投诉处理岗位职责3篇

岗位职责是什么

客户投诉处理岗位是一个专注于解决客户问题、维护客户满意度的关键角色。这个岗位的工作人员需要具备出色的沟通技巧和问题解决能力，以确保每个投诉都能得到妥善处理，从而保护公司的声誉和客户关系。

岗位职责要求

1. 具备优秀的聆听技巧，能够理解并准确把握客户的问题核心。

2. 拥有良好的情绪管理能力，面对各种复杂情况能保持冷静和专业。

3. 熟悉公司产品和服务，能够迅速定位问题所在，并提出有效的解决方案。

4. 具备一定的决策能力，能够在权限范围内快速做出公正的判断。

5. 了解客户服务标准和法律法规，确保处理投诉过程合规合法。

6. 具备团队协作精神，能够与各部门有效沟通，协调资源解决问题。

岗位职责描述

客户投诉处理人员的主要工作是接收和记录客户的投诉，通过电话、邮件或在线平台与客户进行沟通。他们需要耐心倾听客户的问题，详细记录投诉内容，确保信息的准确性。在理解客户的需求后，他们需分析问题的根源，可能涉及产品质量、服务流程、员工行为等多个方面。

处理过程中，他们需要运用专业知识和经验，迅速给出解决方案，并在必要时寻求内部专家的支持。在问题解决后，他们还需跟进客户反馈，确认客户对处理结果的满意程度，确保问题得到彻底解决。

此外，该岗位还需定期分析投诉数据，识别出常见问题和潜在风险，为公司改进产品和服务提供有价值的参考。

有哪些内容

1. 投诉接收与记录：及时响应客户的投诉，详细记录投诉内容，包括时间、地点、事件经过等。

2. 问题分析与解决：深入探究问题的本质，制定并执行解决方案，确保客户满意。

3. 内部沟通与协调：与销售、技术、售后等部门合作，共同解决客户问题。

4. 客户满意度追踪：跟进投诉处理结果，确保客户满意度，必要时进行二次沟通。

5. 数据分析与报告：定期整理投诉数据，形成分析报告，提出改进建议。

6. 政策与流程更新：根据投诉情况，参与修订和完善公司的客户服务政策和流程。

7. 培训与发展：参加相关培训，提升自身技能，分享经验，提高团队整体处理投诉的能力。

总结，客户投诉处理岗位是企业与客户之间的重要桥梁，其职责不仅在于解决眼前的问题，更在于预防未来可能出现的冲突，通过持续改进提升客户体验，为企业的长期发展贡献力量。

客户投诉处理岗位职责范文

第1篇 客户投诉处理专员岗位职责

客户服务/投诉处理/客服专员 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达 we are looking for a shanghai based 2nd level agent china (m/f) that provides contribution to the continuous improvement of services for hrs customers.

at hrs group “we love to make it happen”: we are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. it is our goal to make the booking e_perience simple and smart. our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. the hrs group continues to e_pand and employs more than 1,500 people in 27 offices across the world – including cologne, shanghai, london, mumbai and sydney.

to fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. do you also want to make it happen at hrs

the challenge you are up for.

- take end-to-end responsibility of dealing with complaints from hrs customers with e_cellent quality and service standards

- clarify the causes of customer complaints with internal and e_ternal contacts

- process the customer complaints with optimal solution

- maintain and manage the customer data in the system

- participate in process optimization project

the commitment you bring

- bachelor’s degree or above

- 3 years of working e_perience in complaint management, ideally in the hospitality or tourism industry

- good knowledge in pc application, with proficiency in using call-centre-systems or other related specified software

- a structured, independent and service oriented working style

- fluency in english, spoken and written

the reward you get

- a high impact quality specialist role with high degrees of responsibility and autonomy

- plenty of room for personal growth and professional development

- a highly talented, passionate and international team that revolutionizes the travel industry

- strong team performance and a transparent results focus towards one shared direction

- a modern working environment

第2篇 客户投诉处理岗位职责

客户服务/投诉处理/客服专员 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达 we are looking for a shanghai based 2nd level agent china (m/f) that provides contribution to the continuous improvement of services for hrs customers.

at hrs group “we love to make it happen”: we are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. it is our goal to make the booking e_perience simple and smart. our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. the hrs group continues to e_pand and employs more than 1,500 people in 27 offices across the world – including cologne, shanghai, london, mumbai and sydney.

to fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. do you also want to make it happen at hrs

the challenge you are up for.

- take end-to-end responsibility of dealing with complaints from hrs customers with e_cellent quality and service standards

- clarify the causes of customer complaints with internal and e_ternal contacts

- process the customer complaints with optimal solution

- maintain and manage the customer data in the system

- participate in process optimization project

the commitment you bring

- bachelor’s degree or above

- 3 years of working e_perience in complaint management, ideally in the hospitality or tourism industry

- good knowledge in pc application, with proficiency in using call-centre-systems or other related specified software

- a structured, independent and service oriented working style

- fluency in english, spoken and written

the reward you get

- a high impact quality specialist role with high degrees of responsibility and autonomy

- plenty of room for personal growth and professional development

- a highly talented, passionate and international team that revolutionizes the travel industry

- strong team performance and a transparent results focus towards one shared direction

- a modern working environment

第3篇 客户投诉处理专员岗位职责任职要求

客户投诉处理专员岗位职责

客户服务/投诉处理/客服专员 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司，驿舒达 at hrs “we love to make it happen”: we are the global market leader when it comes to tech- and data driven business travel solutions. our enterprise business offers end-to-end hotel management solutions to more than 7，000 corporate businesses globally to simplify their business travel. state of the art service solutions like strategic consulting & hotel procurement， travel payment and e_pense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain.

today we work globally with the fortune 500， such as google， china mobile， amazon， siemens， hitachi， alibaba， volkswagen， worldbank.

we are looking for a shanghai based 2nd level agent china (m/f/d) that provides contribution to the continuous improvement of services for hrs customers.

your challenges

• take end-to-end responsibility of dealing with complaints from hrs customers with e_cellent quality and service standards

• clarify the causes of customer complaints with internal and e_ternal contacts

• process the customer complaints with optimal solution

• maintain and manage the customer data in the system

• participate in process optimization project

your commitment

• bachelor’s degree or above

• several years of working e_perience in complaint management， ideally in the hospitality or tourism industry

• good knowledge in pc application， with proficiency in using call-centre-systems or other related specified software

• a structured， independent and service oriented working style

• fluency in english， spoken and written

your rewards

at hrs we feel globally united and mutually responsible， a belief that is rooted in our company history and values: thinking and acting like an entrepreneur， with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.

you will work in a modern working environment with fle_ible working hours and the option to work from home. our training and further education offers give you plenty of room for your personal growth and individual development.