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更新于 8月12日

線下客訴接待

1.6-1.8萬
  • 北京海淀區(qū)
  • 中關(guān)村
  • 5-10年
  • 大專
  • 全職
  • 招1人

職位描述

品牌輿情現(xiàn)場(chǎng)接待電商客訴
崗位職責(zé)
1 主導(dǎo)復(fù)雜客訴處理:獨(dú)立應(yīng)對(duì)各類線下輿情事件,憑借豐富的實(shí)戰(zhàn)經(jīng)驗(yàn)妥善處理客訴,對(duì)重大客訴進(jìn)行現(xiàn)場(chǎng)維穩(wěn)或應(yīng)急談判,保障品牌聲譽(yù)與客戶權(quán)益;
流程優(yōu)化與 SOP 建設(shè):深入分析現(xiàn)有客訴處理流程,結(jié)合實(shí)際工作場(chǎng)景,提出優(yōu)化迭代方案,梳理并完善標(biāo)準(zhǔn)化操作流程(SOP),并針對(duì)團(tuán)隊(duì)成員開展系統(tǒng)性培訓(xùn),提升整體業(yè)務(wù)能力;
2 數(shù)據(jù)驅(qū)動(dòng)業(yè)務(wù)優(yōu)化:定期對(duì)客訴數(shù)據(jù)進(jìn)行深度剖析,精準(zhǔn)定位業(yè)務(wù)痛點(diǎn)與潛在風(fēng)險(xiǎn),發(fā)起專項(xiàng)改進(jìn)項(xiàng)目,協(xié)同業(yè)務(wù)團(tuán)隊(duì)推動(dòng)優(yōu)化方案落地,實(shí)現(xiàn)服務(wù)質(zhì)量與業(yè)務(wù)效益的雙提升。
3 完成甲方交辦的其他工作任務(wù)。

任職要求:
1 大專及以上學(xué)歷,5 年以上面對(duì)面危機(jī)投訴、應(yīng)急投訴、輿情處置工作經(jīng)驗(yàn),具備現(xiàn)場(chǎng)維穩(wěn)、應(yīng)急談判經(jīng)歷者優(yōu)先;
2 流程優(yōu)化與帶教能力:擁有豐富的流程優(yōu)化經(jīng)驗(yàn),能夠獨(dú)立梳理 SOP,具備出色的培訓(xùn)帶教能力,可有效提升團(tuán)隊(duì)整體業(yè)務(wù)水平;
3 數(shù)據(jù)分析與項(xiàng)目推進(jìn):具備敏銳的數(shù)據(jù)洞察力與問題分析能力,能夠通過數(shù)據(jù)分析發(fā)現(xiàn)業(yè)務(wù)問題,主導(dǎo)項(xiàng)目推進(jìn),實(shí)現(xiàn)對(duì)業(yè)務(wù)團(tuán)隊(duì)的有效反哺;
4 綜合能力:具備優(yōu)秀的自主工作能力,能獨(dú)當(dāng)一面;擁有良好的抗壓能力、服務(wù)意識(shí)、溝通協(xié)調(diào)能力及團(tuán)隊(duì)合作精神,善于創(chuàng)新,對(duì)工作充滿熱情,具備強(qiáng)烈的主動(dòng)學(xué)習(xí)意愿與自驅(qū)能力。

工作地點(diǎn)

北京海淀區(qū)中關(guān)村

職位發(fā)布者

劉鵬/HR

昨日活躍
立即溝通
公司Logo上海索迪斯管理有限公司北京分公司
關(guān)于索迪斯集團(tuán)生活質(zhì)量與個(gè)人及組織的業(yè)績息息相關(guān),而索迪斯正是提高生活質(zhì)量服務(wù)的全球領(lǐng)軍企業(yè)。自1966年皮埃爾·白龍先生創(chuàng)立索迪斯以來,公司業(yè)務(wù)已遍及全球72個(gè)國家,每天為1億消費(fèi)者提供獨(dú)特的駐場(chǎng)服務(wù)、福利與績效管理服務(wù)和個(gè)人與家庭服務(wù)。50余年從業(yè)經(jīng)驗(yàn)、100余種服務(wù)類型,索迪斯為客戶提供專業(yè)的一體化解決方案:從前臺(tái)接待、安保、設(shè)施維護(hù)與清潔,到餐飲服務(wù)、設(shè)施和設(shè)備管理;從員工就餐卡、禮品卡和出行交通卡,到家庭護(hù)理和管家服務(wù)。索迪斯的成功與業(yè)績?cè)从谄洫?dú)立性、可持續(xù)商業(yè)模型以及不斷發(fā)展并激勵(lì)全球460000名員工的能力。索迪斯是法國CAC 40指數(shù)和道瓊斯可持續(xù)發(fā)展指數(shù)成員。關(guān)鍵數(shù)據(jù)合并收入207億歐元(截至2017年8月31日) 460000名員工全球第19大雇主業(yè)務(wù)遍及72個(gè)國家每日服務(wù)1億消費(fèi)者 135億歐元市值(截至2018年9月5日) About Sodexo Founded in Marseille in 1966 by Pierre Bellon, Sodexo is the global leader in services that improve Quality of Life, an essential factor in individual and organizational performance. Operating in 72 countries, Sodexo serves 100 million consumers each day through its unique combination of On-site Services, Benefits and Rewards Services and Personal and Home Services. Through its more than 100 services, Sodexo provides clients an integrated offering developed over 50 years of experience: from food services, reception, maintenance and cleaning, to facilities and equipment management; from services and programs fostering employees’ engagement to solutions that simplify and optimize their mobility and expenses management, to in-home assistance, child care centers and concierge services. Sodexo’s success and performance are founded on its independence, its sustainable business model and its ability to continuously develop and engage its 460,000 employees throughout the world. Sodexo is included in the CAC 40 and DJSI indices. Key Figures 20.7 billion euro in consolidated revenues(as of August 31, 2017) 460,000 employees 19th largest employer worldwide 72 countries 100 million consumers served daily 13.5 billion euro in market capitalization(as of September 5, 2018)關(guān)于索迪斯中國索迪斯于1995年進(jìn)入中國市場(chǎng),目前擁有12500余名員工,分布在500多個(gè)營運(yùn)點(diǎn),每天為110萬名消費(fèi)者提供服務(wù)。多年來,索迪斯中國始終秉承集團(tuán)發(fā)展使命,結(jié)合中國市場(chǎng)需求形成了以工商企業(yè)、醫(yī)療養(yǎng)老和教育為主的多個(gè)專業(yè)化客戶服務(wù)團(tuán)隊(duì)。作為國內(nèi)唯一一家集服務(wù)設(shè)計(jì)、咨詢及管理于一體的供應(yīng)商,索迪斯致力于成為客戶的戰(zhàn)略合作伙伴,為其提供世界領(lǐng)先的駐場(chǎng)服務(wù)、福利與績效管理服務(wù),幫助客戶提升業(yè)績、促進(jìn)發(fā)展。立足于“提高生活質(zhì)量”的核心愿景,索迪斯中國致力于幫助企業(yè)和組織機(jī)構(gòu)保留優(yōu)秀人才、提高員工敬業(yè)度,以促進(jìn)每日整體業(yè)務(wù)表現(xiàn),為客戶和消費(fèi)者提供包括餐飲、工程、生活便利、業(yè)務(wù)支持、實(shí)驗(yàn)室服務(wù)及就餐萬通卡、萬通福利卡等在內(nèi)的綜合服務(wù)。 www.sodexo.cn About Sodexo China Sodexo China has 12,500 people at over 500 sites and serves 1,100,000 consumers every day. Since 1995, Sodexo provides a myriad of services to meet client’s complex needs across the spectrum of corporate, education, health institute and seniors’ home. In China, Sodexo is the only company, as the strategic partner of clients, to design, manage and deliver comprehensive service solutions of On-site Services and Benefits and Rewards Services. Improving Quality of Life of our employees and all those we serve is Sodexo’s mission and commitment. Founded on it, through its integrated offering of Foodservices, Engineering Services, Lifestyle Services, Business Support Services, Lab Services, Meal Pass and Tung Pass, Sodexo helps companies and organizations improve performance via retaining talents and improving employee engagement every day. www.sodexo.cn關(guān)鍵數(shù)據(jù) 1995年進(jìn)入中國 12500名員工 500個(gè)營運(yùn)點(diǎn)覆蓋50個(gè)城市每天為110萬名消費(fèi)者提供服務(wù) Key figures Business in China market since 1995 12,500 employees 500 sites 50 cities 1.1million consumers served daily
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