寫招聘廣告Job Ad是HR日常工作之一，但如果有template可以參照一下，絕對可以減輕HR的工作，又可以令招聘過程更容易了一步！希望以下介紹的template可以幫助HR吸引更多經驗豐富的Customer Service Manager，各位HR可以參考以下的句子template，有比較professional地從HR角度出發的Job Description，也有比較lively地從求職者角度出發的Job Description，但exact wording可以根據各公司的要求、文化、福利等再作調整。

Customer Service Manager — Job Description 職位描述

1. Customer Service Manager一般的職責

大部分的CS Manager duties都大同小異，主要都是帶領團隊和「以客爲本」customer-oriented，如果擔心Professional版本太過「文鄒鄒」會減低求職者的申請動力，可以參考Lively版本， 內容會從求職者角度出發，文筆比較casual而更著重吸引求職者眼球:

a. Professional版本

· Lead your team to success with strong people and resource management, and to deliver quality services to customers and achieve the service standards

· Make sure your unit is efficiently planned and that all service level targets are achieved, with a focus on optimizing capacity, reducing costs, and managing operational escalations, disputes, and risks

· Understand what customers need, by actively reviewing performance targets and metrics and driving the team to identify trends and address areas of improvement

· Creating a strong sense of team by fostering collaboration, communication and alignment amongst customer service team members

· Ensure that clients questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department

· Report, analyze and resolve system, clients and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience

· Ensuring all customer inquiries via phone, email or social media are resolved promptly, courteously and properly

· Ensure constant clear communication within the Customer Care team to uphold complete transparency with new processes, issues, general updates etc.

· Take ownership of any tasks set and ensure all deadlines are met by being super organized

· Review the current operation and working flow, aim to set up new processes to streamline and improve the customer experience

· Serve as the voice of the customer internally, providing feedback on customer pain points and working cross-functionally to improve the customer experience

b. Lively版本

· Work with Sales and Operation team on our current and future (very!) shining platforms and products

· Manage incoming customers’ requests and enquires, communicate with other teams to fix together thousands of different issues daily

· Monitor the customer experience from order placement through to service delivery completion

· Investigate and resolve customer complaints and queries — particularly those of an escalated nature

· Supervise a large team of customer care associates. This also includes motivating them and keep spirits high to ensure targets are met

2. Customer Service Manager 其他多樣化的job duties:

有一些CS Manager除了日常一般的duties外，還會有一些Project Base和ad hoc的duty，最常見例如Call Centre的CS Manager，需要maintain system performance和sales performance，HR也可以參考以下Job Description：

a. Projects: 成立Call Centre 及call centre 系統

· Maintains and improves call center operations including but not limited to manage system performance and process improvement, system quality assurance programs and installing upgrades

· Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and defining user requirements and customer-service standards

· Responsible for managing the call center team, including workload and manpower (FTE) operation management. Be able to recognize the process, as well as technical deficiencies in systems, and collaborate with appropriate internal functions to enable pragmatic solutions

b. 提升Customer Service Level的duty

· Oversee the achievement and maintenance of agreed customer service levels and standards

· Deliver excellent service and improve customers’ satisfaction level via different channels

· Evaluate customer care experience, onsite and phone, and ensure best practices are implemented and recommend improvements where needed Monitor and improve CX operational metrics: average handling time, schedule adherence, first reply rate, full response time, etc.

· Set and drive successful business metrics (e.g., call wait time, email first response time, call abandonment rate, social response time, etc.)

c. 管理up-sell和cross-sell的sales activity

· Monitor the performance of hotlines and to review and update the procedures for both inbound and outbound customer service teams

· Generate sales from training Customer Service Representative to up-sell and cross-sell company service and products

· Maintain and ensure consumers onboarding and loyalty to drive sales

· Utilizes available incentive programs to reward, recognize and celebrate team and individual successes

· Enhance customer experience in product or service journeys by driving membership, promoting sales, partnering with cross-departmental teams by setting performance goals and working with the team to achieve them

d. 關於客戶服務的數據分析

· Analyse statistics or other data to determine the level of customer service

· Prepare statistical report and performance summaries

· Analyze insights and consumer feedback and share result with all relevant stakeholders

· Continually monitors the teams call center metrics, Impact events, quality assurance scores, attendance, and productivity reports

· Monitor our cost metrics with support from customer experience team and identify opportunities for operational improvements that will improve on those metrics

· Customize and create visualizations and dashboards, which includes setting up all key KPI dashboards rotation in office, and working cross functionally as needed

Customer Service Manager — Job Requirement職位要求

1. 尋找年資較短的CS Manager

· A minimum 5+ years’ experience in customer service, with prior supervisory or coaching experience

· Bachelor’s Degree in Business Administration or a related field preferred

· Ability to translate your skills to other employees through training and mentoring

· Excellent verbal and written communication skills

· Proficiency with Microsoft Office Suite and Google Docs

2. 尋找較長管理經驗的CS Manager

· 10+ years’ experience in customer service, with 5+ years’ supervisory experience

· Bachelor’s Degree in Business Administration or a related field preferred

· Track record and build the customer service team

· Experience in setting up team performance management system is an advantage

· Sensitive to number and able to present the program and result with the supporting in numbering

· Advanced troubleshooting and multi-tasking skills

令你Job Ad 更搶眼的Job Highlight

通常寫job ad都會有對招聘職位的「selling point」，如果要sell Customer Service Manager這個職位，可以怎樣形容？可以參考以下句子和vocab：

· Deluxe working environment

· Strong career support in an international environment

· We recognize that in order to continue thinking one step ahead, we will need to try new things. We strive to provide an open environment that accepts this truth making space for new ideas to emerge

· Great culture and colleagues

· Multifarious benefit program

· Become a customer care expert

· A culture based on caring, diversity, challenges, and strong collaboration

· Know everything about guest relationship

· Be the unique point of contact for clients and customers

· You will also be taken through a fully digital onboarding process

· Our team is comprised of some of the most brilliant, diverse, and humble people you’ll ever meet

· Extensive career growth and development opportunities throughout a growing company

加張圖片可以美化你的Job Ad

一篇好的job ad字數都介乎在400–700字以内，太短顯得不夠professional， 太長又會太纍贅乏味，配上一至兩張圖片美化一下，更可以讓job ad看起來不會過分沉悶，增加job ad的吸引力。

關於Six People Map

我們是成立了近7年與HR 同一陣線的招聘方案團隊。我們已應用智能科技到招聘流程，並將在3個月內推出「Recruit Hub」，提供半自動化招聘助理服務 (AI-enabled Recruitment Consultant service) ，以減省50%-80%傳統獵頭服務 (recruitment agency fee) 的成本和吸引罕見人材 (Passive Candidates)。同時，HR 不需要有 technology 相關的知識，只需付出合理的 marketing budget，便可輕鬆享受到更快﹑更準確﹑更廣闊的人材搜羅服務。