VETASSESS职业评估Customer Service Manager 149212客户服务经理职业介绍Information Sheet

Customer Service Manager 149212客户服务经理职业基本介绍

客户服务经理负责规划,管理并检查所提供的客户服务以及售后服务,维护良好的客户关系。

Customer Service Managers plan, administer and review customer services and after-sales services, and maintains sound customer relations.

常见职位名称:

  • Client Service Manager 客户服务经理
  • Service Manager 服务经理
  • Customer Experience Manager 客户体验经理

以下职业不能 算入该职业组别:

  • Call or Contact Centre Manager 呼叫中心经理
  • Call or Contact Centre Team Leader or Supervisor 呼叫中心主管
  • Customer Service Supervisor 客户服务主管
  • Customer Service Agent 客户服务代表
  • Operations Manager 运营经理
  • Department or Unit Manager 部门经理
  • Retail Manager 零售经理
  • Technical Support Manager 技术支持经理
  • Client Relationship Manager 客户关系经理

Customer Service Manager 149212客户服务经理职业评估要求

  1. Customer Service Manager 149212客户服务经理属于VETASSESS评估的Group C职业,要求至少有等同于澳洲专科层次学历就可以。
  • 如果所学的专业是与提名职业高度相关的,那么需要近五年内有一年与提名职业相关的学历后工作经验即可。
  • 如果所学专业不与提名职业高度相关,那么需要近五年内有两年与提名职业相关的学历后工作经验。
  • 如果申请人是有相关专业的等同于澳洲AQF Certificate IV层次的学历,但是专科学历专业不相关,那么需要近五年内有一年与提名职业相关的学历后工作经验即可。
  • 如果申请人的相关工作经验是在获得学历之前的,那么需要额外有三年相关工作经验,且在近五年内有一年相关工作经验才可以。
  1. 学历要求至少有专科学历,相关专业可以包括:
  • 工商管理 Business Management
  • 客户服务管理 Customer Service Management

飞出国注:工商管理是学习如何规划和指导商业企业的活动,通常包括商业的性质,运营和角色,以及管理和行政问题的解决。课程通常包括商业管理政策,商业管理,人力资源管理,持续改进,客户服务质量,风险管理和市场营销。Business Management is the study of planning and directing the activities of commercial enterprises. It includes the study of the nature, operation and role of business, and the resolution of management and administrative problems. Subjects may include Business Managerial Policies, Business Administration, Human Resource Management, Continuous Improvement, Customer Service Quality, Risk Management and Marketing.

  1. 工作经验要求
  • 高度相关的工作职责,包括但不限于:

    • 制定并审阅客户关系,商品及服务相关的政策,项目及程序developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
    • 指导客服团队的工作并提供反馈,协助客服团队的招聘providing direction and feedback to team members and assisting with recruitment
    • 负责客户服务人员的管理,激励和培养 managing, motivating and developing staff providing customer services
    • 规划和实施售后服务以跟进客户满意度,确保客户所买的商品性能好,改进提高所提供的服务 planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
    • 与其他组织机构,服务商及客户进行联络沟通,意识到客户的期望并给与反馈 liaising with other organisational units, service agents and customers to identify and respond to customer expectations
  • 客户服务经理或者客户体验经理通常是管理一个机构与其客户群体的关系。通常是为客户提供售后支持,处理客户投诉,退款请求以及其他客户反馈。该职业通常是负责制定一个机构的客户服务政策以及培训其他团队成员该如何提供高水平的服务以及建立良好的客户关系。Customer service managers or customer experience managers are responsible for managing the relationships between an organisation and its customers or clients. They often provide after-sales support to customers, manage complaint handling, refund requests and other feedback. They are often responsible for developing an organisation’s customer service policies and training other staff members how to deliver a high level of service and build positive customer relationships.

  • 想通过客户服务经理的职业评估,申请人需要体现自己管理客户服务标准,行为以及协议的能力。In order to be assessed positively as a Customer Service Manager, applicants must demonstrate knowledge of and the ability to manage customer service standards (including external frameworks and standards), practice and protocols for the company.

  • 该职位需要是专注于客户服务方面,但是会需要与其他组织单位进行联络以确保良好的客户服务。The role should be a dedicated customer service one, but would need to connect with other organisational units to ensure customer service excellence across all areas.

  • 如果所做的工作只是前线零售工作环境下,或者主要是与客户进行交易互动的职位,是不符合该职业的要求的。Positions based in a front-line retail setting, and positions predominately involving direct client transactional interaction on a regular basis will not be accepted for this occupation.

  • 尽管客户服务经理会涉及部分运营方面的职责,但是如果只是专注于运营管理的工作是不符合该职业的要求的。Although some operational tasks can be part of the role of Customer Service Manager, positions with an exclusive focus on operations management may not be accepted for this occupation.

飞出国:以上VETASSESS职业评估Customer Service Manager 149212客户服务经理职业介绍Information Sheet为官网2019年9月公布的最新版本,目前依然有效,该Information Sheet内容根据VETASSESS职业评估需要会不定期修改。