第一篇:客戶服務代表介紹
客戶服務代表介紹
客戶服務類職業正悄然崛起,隨著越來越多的企業把注意力從單純的市場營銷轉向客戶服務,以
及一些跨國公司在把客戶服務中心遷至中國內地,市場對客戶服務代表、客戶經理、客戶關系協調人
員、客戶專員、電話營銷員、熱線電話接聽員、技術支持助理等客戶服務人才的需求不斷看漲,具備
專業素養的專業人員更是倍受青睞。客戶服務人才在我國各大城市已經成為緊缺、熱門和高薪人才,因此,參加客戶服務職業培訓,獲得資格證書,無疑將大大拓寬職業發展空間,成為進入客服行業的敲門磚!
一、考試層次
根據客戶服務從業人員的不同情況及市場的不同需求,分別設置了五個層次:
(一)客戶服務代表
(二)高級客戶服務代表
(三)助理客戶服務經理
(四)客戶服務經理
(五)高級客戶服務經理
二、報考條件
(一)客戶服務代表(具備以下條件之一):
1、具有中專、高中及以上學歷;
2、從事相關工作2年以上。
(二)高級客戶服務代表(具備以下條件之一):
1、具有大專及以上學歷;
2、獲得客戶服務代表證書后從事相關工作2年以上;
3、從事相關工作4年以上。
(三)助理客戶服務經理(具備以下條件之一):
1、具有本科及以上學歷;
2、獲得高級客戶服務代表證書后從事相關工作2年以上;
3、獲得客戶服務代表證書后從事相關工作4年以上。
(四)客戶服務經理(具備以下條件之一):
1、具有本科及以上學歷并從事相關工作2年以上;
2、獲得助理客戶服務經理證書后從事相關工作1年以上;
3、獲得高級客戶服務代表證書后從事相關工作3年以上;
4、獲得客戶服務代表證書后從事相關工作5年以上。
(五)高級客戶服務經理(具備以下條件之一):
1、相關專業研究生學歷并從事相關工作2年以上;
2、具有本科及以上學歷并從事相關工作5年以上;
3、獲得助理客戶服務經理證書后從事相關工作2年以上;
4、獲得高級客戶服務代表證書后從事相關工作4年以上;
5、獲得客戶服務代表證書后從事相關工作6年以上。
三、報考對象
客戶服務及相關專業(包括但不限于酒店管理、國際貿易、空乘文秘、人力資源管理、物流管理、信息管理等專業)的學生;電信、航空、銀行等行業的客服管理人員及重視客戶資源的社
會各界人士。在校本科生可連跳2級直接申報客服代表(經理助理)
四、資格認證
考核通過后將由中國商業聯合會頒發相應等級的資格證書,網上注冊,全國通用。
第二篇:客戶服務代表英文介紹
客戶服務代表英文介紹
Demonstrated ability in the provision of sales support services.Includes establishment of the client base,extensive customer servicing,telemarketing,cold calling and sales territory development.Consistently met/exceeded sales goals and instituted sales programs;sales increased from $8 to $25 million.Thorough knowledge of management production;assure timely and accurate presentation of goods;adept at coordinating delivery processes,organization of delivery schedules and monitoring delivery personnel.Extensive experience in facilitating operational procedures,Respond to customer complaints;resolve problem elements;interact with credit department to ascertain customer account status.Handle sourcing of vendors,contract negotiation,purchasing,correspondence,account adjustments and inventory control.Exceptional communication/interpersonal and organizational skills.EXpERIENCE
1989-present OXbrIDGE,INC.Interface with merchandising personnel,at all levels,and provide technical information on company products and services.Interact with customers,providing advice in the selection of products.Monitor production to ensure realization of customer specifications.Collaborate with contracting merchandisers for contract negotiation on supplies.Conduct extensive materials costing processes.Coordinate delivery schedules and monitor delivery personnel.Organize promotional demonstration activities for home and Hew York marketing office.Respond to and resolve customer complaints.Manage office operations and produce correspondence.Control stock and conduct purchasing procedures.Assist sales department in establishing client base/sales territories.EDUCATION
1993-present pROpHET JUNIOR COLLEGE
Associate Degree program
Computer Operations program:Lotus 1-2-3,Database III,Typing,Word-processing(Multimate),Business Math,Speech Communication,Introduction to Computers and English Composition.想了解更多自我介紹相關文章.請繼續閱讀自我介紹網
第三篇:客戶代表服務規范
客戶代表服務規范
一、樹立“對客戶負責就是對公司負責,對公司負責就是對客戶負責”的服務理念。
二、上班時間必須著公司統一制服,并佩戴公司胸卡。
三、上班時間注意個人衛生,嚴禁油頭垢面、不修邊幅及過分濃妝。
四、客服上門時,必須主動起立,禁止出線客戶長時間站立或等待接待的情況。
五、接待客戶是,舉止端正,談吐有禮有節,目光必須平視客戶。
六、在接待過程中,對客戶提出的問題必須認真記錄,耐心解答,無論在何種情況下不得與客戶發生爭辯。
七、電話接聽,振鈴聲不應超過三聲:接電話第一句語言必須講:“你好,濱江公館客服為你服務。”最后一句,必須講:“謝謝您的來電,再見”。
八、對客戶所提出的問題或要求應當場或在接待后48小時內給予解決或解答,如是48小時以內無法解決的問題,也仍必須在48小時以內向客戶說明原因、辦理進度及最后時限,嚴禁拖沓。
(注:此條對客戶服務代表尤其重要,如未按上訴時限,每超過12個小時,將對該員工處以50元以上罰款,情節嚴重者,將予以開除)
九、尊重客戶,不得對客戶污言穢語或置之不理,無論在何種請款下不得與客戶發生打架斗毆事件,否則,公司將對當事員工予以嚴重警告直至開除處分。
十、嚴禁用語:“不知道”“不清楚”“不關我的事”“你找某部門(領導)解決”“我要下班,明天再來”“我很忙,你改天再來”等等之類用于。
十一、客戶服務代表在第一次接觸客戶時需遵照以下程序:
1.和客戶交換名片。
2.向客戶介紹客戶代表的職責和工作內容。
3.告知客戶自此有關服務的工作即由客戶服務代表負責。
4.與客戶進行初步的溝通,大致了解客戶情況,建立基本的聯系。
第四篇:客戶服務代表英文自薦信
Sandy Lin 15/F,TOWER2 ,brIGHT CHINA,BUILDING1,BEIJING.SUMMARY OF QUALIFICATIONS
Demonstrated ability in the provision of sales support services.Includes establishment of the client base,extensive customer servicing,telemarketing,cold calling and sales territory development.Consistently met/exceeded sales goals and instituted sales programs;sales increased from $8 to $25 million.Thorough knowledge of management production;assure timely and accurate presentation of goods;adept at coordinating delivery processes,organization of delivery schedules and monitoring delivery personnel.Extensive experience in facilitating operational procedures,Respond to customer complaints;resolve problem elements;interact with credit department to ascertain customer account status.Handle sourcing of vendors,contract negotiation,purchasing,correspondence,account adjustments and inventory control.Exceptional communication/interpersonal and organizational skills.EXpERIENCE
1989-present OXbrIDGE,INC.Interface with merchandising personnel,at all levels,and provide technical information on company products and services.Interact with customers,providing advice in the selection of products.Monitor production to ensure realization of customer specifications.Collaborate with contracting merchandisers for contract negotiation on supplies.Conduct extensive materials costing processes.Coordinate delivery schedules and monitor delivery personnel.Organize promotional demonstration activities for home and Hew York marketing office.Respond to and resolve customer complaints.Manage office operations and produce correspondence.Control stock and conduct purchasing procedures.Assist sales department in establishing client base/sales territories.EDUCATION
1993-present pROpHET JUNIOR COLLEGE
Associate Degree program
Computer Operations program:Lotus 1-2-3,Database III,Typing,Word-processing(Multimate),Business Math,Speech Communication,Introduction to Computers and English Composition.Notice
Background summary accentuates candidate's acquired professional skills and impressive track record.Listing relevant courses adds weight to candidate's educational credentials.
第五篇:英文簡歷(客戶服務代表)
SandyLin15/F,TOWER2,brIGHTCHINA,BUILDING1,BEIJING.SUMMARYOFQUALIFICATIO
Demotratedabilityintheprovisionofsalessuortservices.Includesestablishmentoftheclientbase,exteivecustomerservicing,telemarketing,coldcallingandsalesterritorydevelopment.Coistentlymet/exceededsalesgoalsandititutedsalesprogramalesincreasedfrom$8to$25million.Thoroughknowledgeofmanagementproductioauretimelyandaccuratepresentationofgoodadeptatcoordinatingdeliveryprocees,organizationofdeliveryschedulesandmonitoringdeliverypersoel.Exteiveexperienceinfacilitatingoperationalprocedures,Reondtocustomercomplaintresolveproblemelementinteractwithcreditdepartmenttoascertaincustomeraccountstatus.Handlesourcingofvendors,contractnegotiation,purchasing,correondence,accountadjustmentsandinventorycontrol.Exceptionalcommunication/interpersonalandorganizationalskills.EXPERIENCE
1989-PresentOXbrIDGE,INC.Interfacewithmerchandisingpersoel,atalllevels,andprovidetechnicalinformationoncompanyproductsandservices.Interactwithcustomers,providingadviceintheselectionofproducts.Monitorproductiontoeurerealizationofcustomerecificatio.Collaboratewithcontractingmerchandisersforcontractnegotiationonsulies.Conductexteivematerialscostingprocees.Coordinatedeliveryschedulesandmonitordeliverypersoel.OrganizepromotionaldemotrationactivitiesforhomeandHewYorkmarketingoffice.Reondtoandresolvecustomercomplaints.Manageofficeoperatioandproducecorreondence.Controlstockandconductpurchasingprocedures.Aistsalesdepartmentinestablishingclientbase/salesterritories.EDUCATION
1993-PresentPROPHETJUNIORCOLLEGE
AociateDegreeProgram
ComputerOperatioProgram:Lotus1-2-3,DatabaseIII,Typing,Word-proceing(Multimate),BusineMath,eechCommunication,IntroductiontoComputersandEnglishComposition.Notice
Backgroundsummaryaccentuatescandidate'sacquiredprofeionalskillsandimpreivetrackrecord.Listingrelevantcoursesaddsweighttocandidate'seducationalcredentials.