旅游顾问职位描述文件职位识别信息职位名称TravelConsultant所属部门ContactCenter职位编号所在城市工作地点ContactCenter出差要求□无□偶然□常常□常驻版本号V1.0生效日期工作网络关系直接上级职位LeadTravelConsultant,Operations汇报职位直接下级职位人员管理权限薪酬□无□提议权□决定权直接下级人数绩效□无□提议权□决定权直接管辖团体配置□无□提议权□决定权业务指导职位Sr.VP,ContactCenter;GeneralManagersofotherdepartments对职位产生影响外部机构受到职位影响外部机构任职资格教育程度Post-secondary专业方向travel,aviation,hospitalityorbusinessorsocialsciencerelatedsubjects工作经验Min.1/2yearoraboveinCustomerCareorCallCentreOperationexperience行业经验培训经历管理技能专业技能providequalitysalesandservicestocustomer通用技能Communication职位目标和职责职位目标（存在理由，限制和目标）ToresponsibletoprovidequalitysalesandservicestoCTIIpotentialcustomerandmemberstosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.职责范围(名称、定义、该职责所要达成结果/目标)责任等级（全部/部分/帮助）衡量标准(数量、质量)业务类OperationallevelToresponsibletohandleinboundcalls,e-mailsorfaxinregardingtothesalesorinquiresofHOTEL,AIRTICKETSorPACKAGES..TomeettheindividualKeyPerformanceIndicators(KPI)andconstantlyimproveservicequalitiesTohandleanycustomerscomplaints.TofeedbackanyprocessissuesorcustomerdissatisfactiontoteamleadersorQualityAssuranceSection.Tohandleanyfollowuprequestorbookingswithinternaldepartment,airlinesorpartnerhotels.AllKPIsforsalesandcustomerserviceInternalcustomersatisfactionExternalcustomersatisfactionStaffattrition