UNIT GROUP 1492 CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS电话或呼叫中心和客服经理

职责概述 
• 电话或呼叫中心和客服经理组织和控制呼叫或呼叫中心，顾客服务的业务，并保持良好的客户关系。CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

技能要求 Indicative Skill Level 
• 本组大多数职业水平要求与如下资历和经验相对应 Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.
• 澳大利亚： AQF(澳大利亚学历资格框架) 大专学历、高级文凭或文凭（ANZSCO技术等级 2）In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
• 新西兰: NZ 注册文凭（ANZSCO技术等级 2）In New Zealand: NZ Register Diploma (ANZSCO Skill Level 2)
• 三年以上相关经验可以代替上方所示正规资格，某些情况下，除了要求有正规资格还要求有相关经验和/或在职培训经历。 At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:主要职责

• 提供制定和审查政策，计划和有关客户关系和商品及服务程序developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• 确保在一个呼叫中心的运营效率ensuring operational efficiency within a call centre
• 提供指导和反馈给团队成员，并协助招募providing direction and feedback to team members and assisting with recruitment
• 管理，激励和发展员工提供客户服务managing, motivating and developing staff providing customer services
• 规划和实施售后服务跟进客户的满意度，确保所购商品的性能，并修改和完善所提供的服务planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• 与其他组织单位，服务代理和客户联络，以识别和客户的期望作出反应liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• 可能工作在呼叫中心may work in a call centre

职业：

149211电话或呼叫中心经理Call or Contact Centre Manager 
149212客服经理Customer Service Manager

149211电话或呼叫中心经理Call or Contact Centre Manager 

策划与控制呼叫或呼叫中心的运营。可能工作在呼叫中心。Organises and controls the operations of a call or contact centre. May work in a call centre.

技能等级： 2 Skill Level: 2

149212客户服务经理

备选标题：Alternative Titles:

客户服务经理Client Service Manager

服务经理Service Manager

规划，管理和评价的客户服务及售后服务，并维持稳健的客户关系。Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

技能等级： 2 Skill Level: 2