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UNIT GROUP 1492 CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS電話或呼叫中心和客服經(jīng)理
職責(zé)概述
• 電話或呼叫中心和客服經(jīng)理組織和控制呼叫或呼叫中心，顧客服務(wù)的業(yè)務(wù)，并保持良好的客戶關(guān)系。CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
技能要求 Indicative Skill Level
• 本組大多數(shù)職業(yè)水平要求與如下資歷和經(jīng)驗(yàn)相對(duì)應(yīng) Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.
• 澳大利亞： AQF(澳大利亞學(xué)歷資格框架) 大專學(xué)歷、高級(jí)文憑或文憑（ANZSCO技術(shù)等級(jí) 2）In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
• 新西蘭: NZ 注冊(cè)文憑（ANZSCO技術(shù)等級(jí) 2）In New Zealand: NZ Register Diploma (ANZSCO Skill Level 2)
• 三年以上相關(guān)經(jīng)驗(yàn)可以代替上方所示正規(guī)資格，某些情況下，除了要求有正規(guī)資格還要求有相關(guān)經(jīng)驗(yàn)和/或在職培訓(xùn)經(jīng)歷。 At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
Tasks Include:主要職責(zé)
- 提供制定和審查政策，計(jì)劃和有關(guān)客戶關(guān)系和商品及服務(wù)程序developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
- 確保在一個(gè)呼叫中心的運(yùn)營(yíng)效率ensuring operational efficiency within a call centre
- 提供指導(dǎo)和反饋給團(tuán)隊(duì)成員，并協(xié)助招募providing direction and feedback to team members and assisting with recruitment
- 管理，激勵(lì)和發(fā)展員工提供客戶服務(wù)managing, motivating and developing staff providing customer services
- 規(guī)劃和實(shí)施售后服務(wù)跟進(jìn)客戶的滿意度，確保所購(gòu)商品的性能，并修改和完善所提供的服務(wù)planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
- 與其他組織單位，服務(wù)代理和客戶聯(lián)絡(luò)，以識(shí)別和客戶的期望作出反應(yīng)liaising with other organisational units, service agents and customers to identify and respond to customer expectations
- 可能工作在呼叫中心may work in a call centre
職業(yè)：
149211電話或呼叫中心經(jīng)理Call or Contact Centre Manager
149212客服經(jīng)理Customer Service Manager
149211電話或呼叫中心經(jīng)理Call or Contact Centre Manager
策劃與控制呼叫或呼叫中心的運(yùn)營(yíng)。可能工作在呼叫中心。Organises and controls the operations of a call or contact centre. May work in a call centre.
技能等級(jí)： 2 Skill Level: 2
149212客戶服務(wù)經(jīng)理
備選標(biāo)題：Alternative Titles:
客戶服務(wù)經(jīng)理Client Service Manager
服務(wù)經(jīng)理Service Manager
規(guī)劃，管理和評(píng)價(jià)的客戶服務(wù)及售后服務(wù)，并維持穩(wěn)健的客戶關(guān)系。Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
技能等級(jí)： 2 Skill Level: 2
