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呼叫中心和客服经理 Call or Contact Centre and Customer Service Managersorganise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
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学历。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.
• 制定和审核涉及到客户关系、商品和服务的相关的政策、程序和规程。developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• 保证呼叫中心运营效率 ensuring operational efficiency within a call centre
• 为小组成员提供指导和反馈 ，协助招聘 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
• 规划和实现售后服务，跟踪客户满意度，保证已购买商品的性能，改正和提高提供的服务 planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• 与其它的组织单元、服务代理和客户保持联络，识别和回应客户预期 liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• 可能在呼叫中心工作 may work in a call centre
149211 呼叫和联络中心经理 Call or Contact Centre Manager
组织和控制呼叫中心和控制中心的运营。可能在呼叫中心工作。 Organises and controls the operations of a call or contact centre. May work in a call centre.
Skill Level: 2
149212 Customer Service Manager
可替代职位 Alternative Titles:
客户服务经理Client Service Manager
服务经理 Service Manager
计划、管理和审核客户服务和售后服务，维护客户关系。Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Skill Level: 2
参考：
评分标准： 澳大利亚技术移民评分标准 。