第一篇:客戶服務(wù)代表介紹
客戶服務(wù)代表介紹
客戶服務(wù)類職業(yè)正悄然崛起,隨著越來越多的企業(yè)把注意力從單純的市場營銷轉(zhuǎn)向客戶服務(wù),以
及一些跨國公司在把客戶服務(wù)中心遷至中國內(nèi)地,市場對客戶服務(wù)代表、客戶經(jīng)理、客戶關(guān)系協(xié)調(diào)人
員、客戶專員、電話營銷員、熱線電話接聽員、技術(shù)支持助理等客戶服務(wù)人才的需求不斷看漲,具備
專業(yè)素養(yǎng)的專業(yè)人員更是倍受青睞。客戶服務(wù)人才在我國各大城市已經(jīng)成為緊缺、熱門和高薪人才,因此,參加客戶服務(wù)職業(yè)培訓(xùn),獲得資格證書,無疑將大大拓寬職業(yè)發(fā)展空間,成為進(jìn)入客服行業(yè)的敲門磚!
一、考試層次
根據(jù)客戶服務(wù)從業(yè)人員的不同情況及市場的不同需求,分別設(shè)置了五個層次:
(一)客戶服務(wù)代表
(二)高級客戶服務(wù)代表
(三)助理客戶服務(wù)經(jīng)理
(四)客戶服務(wù)經(jīng)理
(五)高級客戶服務(wù)經(jīng)理
二、報(bào)考條件
(一)客戶服務(wù)代表(具備以下條件之一):
1、具有中專、高中及以上學(xué)歷;
2、從事相關(guān)工作2年以上。
(二)高級客戶服務(wù)代表(具備以下條件之一):
1、具有大專及以上學(xué)歷;
2、獲得客戶服務(wù)代表證書后從事相關(guān)工作2年以上;
3、從事相關(guān)工作4年以上。
(三)助理客戶服務(wù)經(jīng)理(具備以下條件之一):
1、具有本科及以上學(xué)歷;
2、獲得高級客戶服務(wù)代表證書后從事相關(guān)工作2年以上;
3、獲得客戶服務(wù)代表證書后從事相關(guān)工作4年以上。
(四)客戶服務(wù)經(jīng)理(具備以下條件之一):
1、具有本科及以上學(xué)歷并從事相關(guān)工作2年以上;
2、獲得助理客戶服務(wù)經(jīng)理證書后從事相關(guān)工作1年以上;
3、獲得高級客戶服務(wù)代表證書后從事相關(guān)工作3年以上;
4、獲得客戶服務(wù)代表證書后從事相關(guān)工作5年以上。
(五)高級客戶服務(wù)經(jīng)理(具備以下條件之一):
1、相關(guān)專業(yè)研究生學(xué)歷并從事相關(guān)工作2年以上;
2、具有本科及以上學(xué)歷并從事相關(guān)工作5年以上;
3、獲得助理客戶服務(wù)經(jīng)理證書后從事相關(guān)工作2年以上;
4、獲得高級客戶服務(wù)代表證書后從事相關(guān)工作4年以上;
5、獲得客戶服務(wù)代表證書后從事相關(guān)工作6年以上。
三、報(bào)考對象
客戶服務(wù)及相關(guān)專業(yè)(包括但不限于酒店管理、國際貿(mào)易、空乘文秘、人力資源管理、物流管理、信息管理等專業(yè))的學(xué)生;電信、航空、銀行等行業(yè)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(bào)客服代表(經(jīng)理助理)
四、資格認(rèn)證
考核通過后將由中國商業(yè)聯(lián)合會頒發(fā)相應(yīng)等級的資格證書,網(wǎng)上注冊,全國通用。
第二篇:客戶服務(wù)代表英文介紹
客戶服務(wù)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(guān)文章.請繼續(xù)閱讀自我介紹網(wǎng)
第三篇:客戶代表服務(wù)規(guī)范
客戶代表服務(wù)規(guī)范
一、樹立“對客戶負(fù)責(zé)就是對公司負(fù)責(zé),對公司負(fù)責(zé)就是對客戶負(fù)責(zé)”的服務(wù)理念。
二、上班時間必須著公司統(tǒng)一制服,并佩戴公司胸卡。
三、上班時間注意個人衛(wèi)生,嚴(yán)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(jié),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(rèn)真記錄,耐心解答,無論在何種情況下不得與客戶發(fā)生爭辯。
七、電話接聽,振鈴聲不應(yīng)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(wù)。”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(yīng)當(dāng)場或在接待后48小時內(nèi)給予解決或解答,如是48小時以內(nèi)無法解決的問題,也仍必須在48小時以內(nèi)向客戶說明原因、辦理進(jìn)度及最后時限,嚴(yán)禁拖沓。
(注:此條對客戶服務(wù)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(jié)嚴(yán)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(fā)生打架斗毆事件,否則,公司將對當(dāng)事員工予以嚴(yán)重警告直至開除處分。
十、嚴(yán)禁用語:“不知道”“不清楚”“不關(guān)我的事”“你找某部門(領(lǐng)導(dǎo))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(wù)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(zé)和工作內(nèi)容。
3.告知客戶自此有關(guān)服務(wù)的工作即由客戶服務(wù)代表負(fù)責(zé)。
4.與客戶進(jìn)行初步的溝通,大致了解客戶情況,建立基本的聯(lián)系。
第四篇:客戶服務(wù)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(wù)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.