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ONLINE CS SUPERVISOR (KL)
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**在线客服主管岗位职责**: 1. 管理和监督在线客服团队,确保客服工作高效、有序地进行。 2. 负责制定客服服务流程及规范,确保客户问题能够及时、准确地得到解决。 3. 处理复杂或升级的客户投诉,维护客户满意度。 4. 监控客服团队的绩效表现,定期提供反馈和培训,提升团队的服务能力。 5. 分析客户反馈和服务数据,提出优化建议以改善服务质量。 6. 协调与其他部门的沟通,确保客户问题得到全面解决。 7. 制定和达成服务目标和KPI,推动团队达成业绩指标。 8. 确保客服系统的正常运行,并对系统问题进行反馈和改进。 9. 负责招聘、培训和管理客服团队成员,提升整体团队素质。 **Online Customer Service Supervisor Job Responsibilities:** - Manage and oversee the online customer service team to ensure efficient and orderly operations. - Develop customer service processes and standards to ensure that customer issues are resolved promptly and accurately. - Handle complex or escalated customer complaints, maintaining high levels of customer satisfaction. - Monitor the performance of the customer service team, provide regular feedback and training to improve service capabilities. - Analyze customer feedback and service data, offering optimization suggestions to enhance service quality. - Coordinate communication with other departments to ensure comprehensive solutions to customer issues. - Set and achieve service goals and KPIs, driving the team to meet performance targets. - Ensure the proper functioning of the customer service system and provide feedback for system improvements. - Recruit, train, and manage customer service team members, improving the overall quality of the team.
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