Customer Service Operations Manager

i. 职位概述 / Job Summary

客户服务运营经理负责管理客户服务部门的日常运营，并确保始终如一地提供卓越的客户服务。在此职位上，经理负责监控员工效率和服务质量，并识别客户服务问题的趋势。该职位的关键工作是为所有下属提供指导和支持，并及时、有效地处理客户投诉及升级事件。 The Customer Service Operations Manager encompasses the responsibility of managing the daily operations of the Customer Service department and ensuring the consistent delivery of exceptional customer service. In this capacity, the manager is tasked with monitoring both staff productivity and service quality, along with identifying trends in customer service issues. A crucial aspect of this position is to provide guidance and support to all subordinate staff and to address customer escalations promptly and effectively.

ii. 预期工作目标 / Job Expectations

高效监督客服部门的日常运作，重点确保团队成员在提供卓越客户服务方面的一致性。 Efficiently oversee day-to-day operations of the Customer Service department with a focus on ensuring consistency in delivery of exceptional customer service by team members.

监控并提升客服团队的关键绩效指标 (KPI)。 Monitor and enhance key performance indicators (KPIs) for the customer service team.

识别并实施优化客户服务运营效率的机会。 Identify and implement opportunities to optimize efficiency in customer service operations.

建立并维护反馈机制，以实现流程的持续改进。 Establish and maintain a feedback mechanism for continuous process enhancement.

在团队内部以及与其他部门之间保持有效的沟通渠道。 Maintain effective communication channels within the team and with other departments.

定期进行审计以发现改进领域并维持高服务标准。 Conduct regular audits to identify areas for improvement and maintain high service standards.

确保团队有效利用客户服务工具和技术。 Ensure the team effectively utilizes customer service tools and technology.

定期生成团队绩效报告，并将分析结果提交给高级管理层。 Generate regular reports on team performance and present findings to higher management.

根据客户反馈采取行动，推动服务质量的持续改进。 Act on customer feedback to drive continuous improvement in service quality.

保持对客户服务政策和程序的遵守。 Maintain adherence to customer service policies and procedures.

iii. 知识、技能与能力 / Knowledge, Skills and Abilities

专业、积极、充满热情的态度——以客户为中心。 A professional, positive, and enthusiastic attitude – customer centric.

优秀的口头和书面表达能力。 Excellent verbal and written communication skills.

能够将常规任务或报告授权给下属员工。 Ability to delegate recurring tasks/reports to subordinate staff.

强大的人际交往能力和有效的培训技能。 Strong interpersonal skills and effective training skills.

能够培养团队合作环境。 Ability to foster a team environment.

自我激励并展现出结果导向的态度。 Self-motivated and displays results oriented attitude.

具备分析能力和账户管理技能。 Analytical and account management skills.

优秀的时间管理和组织能力。 Time management and organizational skills.

能够使用良好的判断力、沉着冷静和外交手段快速识别、诊断并解决问题。 Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.

具备判断和推理能力，并能在需要时及时确定何时升级问题。 Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

必备知识 / Equipment Knowledge

精通 Google 商务套件（Gmail、云端硬盘、文档、表格、表单）。 Proficiency in Google Business Suite (Gmail, Drive, Docs, Sheets, Forms).

熟悉 Microsoft Office 套件（Word、Excel、PowerPoint）者优先。 Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint) preferred.

工作经验要求 / Experience Requirements

通常需要7-10 年相关工作经验，通常具有呼叫中心环境背景。 Generally requires 7-10 years related experience, typically in a contact center environment.

教育背景要求 / Education Requirements

商业或相关领域的学士学位优先，或者是教育与等效工作经验的结合。 Bachelor’s Degree in Business or related field preferred, or a combination of education and equivalent work experience.

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