{"id":42415,"date":"2020-01-08T11:05:24","date_gmt":"2020-01-08T11:05:24","guid":{"rendered":"https:\/\/resources.workable.com\/?p=42415"},"modified":"2020-02-06T13:21:31","modified_gmt":"2020-02-06T13:21:31","slug":"descriptif-de-poste-representant-du-service-a-la-clientele-f-h-autre","status":"publish","type":"post","link":"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste","title":{"rendered":"Descriptif de poste: Repr\u00e9sentant du service \u00e0 la client\u00e8le&nbsp;(f\/h\/autre)"},"content":{"rendered":"<p>Le pr\u00e9sent mod\u00e8le de fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Vous pouvez modifier ce fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le en y ins\u00e9rant des t\u00e2ches et fonctions cl\u00e9s pour votre r\u00f4le. Les descriptifs de postes similaires incluent <a href=\"https:\/\/resources.workable.com\/customer-service-manager-job-description\">Directeur Relation Client<\/a>, <a href=\"https:\/\/resources.workable.com\/field-service-representative-job-description\">Repr\u00e9sentant du service r\u00e9gional<\/a>, <a href=\"https:\/\/resources.workable.com\/call-center-representative-job-description\">Repr\u00e9sentant centre d\u2019appels<\/a>,\u00a0<a href=\"https:\/\/resources.workable.com\/help-desk-specialist-job-description\">Sp\u00e9cialiste Helpdesk<\/a> et <a href=\"https:\/\/resources.workable.com\/it-help-desk-technician-job-description\">Technicien informatique helpdesk<\/a>.<\/p>\n<h2>Les responsabilit\u00e9s du Repr\u00e9sentant du service \u00e0 la client\u00e8le incluent:<\/h2>\n<ul>\n<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"65n7a-0-0\">\n<div data-offset-key=\"65n7a-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">Gestion des appels entrants et des demandes de service des clients<\/div>\n<\/li>\n<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"65n7a-0-0\">\n<div data-offset-key=\"65n7a-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">G\u00e9n\u00e9ration de ventes prospectives pour les transformer en nouveaux clients<\/div>\n<\/li>\n<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"1lg01-0-0\">\n<div data-offset-key=\"1lg01-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"1lg01-0-0\"><span data-text=\"true\">Identification et appr\u00e9ciation des besoins des clients pour leur donner satisfaction<\/span><\/span><\/div>\n<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-42503 alignnone\" src=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-640x230.jpg\" alt=\"fiche de poste de repr\u00e9sentant du service \u00e0 la client\u00e8le\" width=\"640\" height=\"230\" srcset=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep.jpg 640w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-200x72.jpg 200w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-560x201.jpg 560w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n<p><em><strong>Souhaitez-vous embaucher un Repr\u00e9sentant du service \u00e0 la client\u00e8le\u00a0? Inscrivez-vous <a href=\"https:\/\/www.workable.com\/post-jobs-for-free\/customize?wid=453&amp;utm_page=customer-service-representative-job-description&amp;utm_program=ad-unit-right&amp;utm_tracking=job-descriptions-customer-service-job-descriptions\">pour un essai gratuit d&rsquo;une dur\u00e9e de 15 jours avec Workable<\/a> pour publier une annonce pour ce poste et embaucher mieux et plus rapidement.<\/strong><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le pr\u00e9sent mod\u00e8le de fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Vous pouvez modifier ce fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le en y ins\u00e9rant des t\u00e2ches et fonctions cl\u00e9s pour [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[1041,1188],"tags":[1187],"class_list":["post-42415","post","type-post","status-publish","format-standard","hentry","category-descriptifs-de-postes","category-descriptifs-de-postes-de-service-a-la-clientele","tag-sample-customer-service-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mod\u00e8le de fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le | Workable<\/title>\n<meta name=\"description\" content=\"Le pr\u00e9sent fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le comporte des fonctions cl\u00e9s. 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Vous pouvez l&#039;utiliser pour recruter les membres des \u00e9quipes de service client ou d&#039;assistance client.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste\" \/>\n<meta property=\"og:site_name\" content=\"Recruiting Resources: How to Recruit and Hire Better\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/business.facebook.com\/workable\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-08T11:05:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-06T13:21:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-640x230.jpg\" \/>\n<meta name=\"author\" content=\"Eleni Kourmentza\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@workable\" \/>\n<meta name=\"twitter:site\" content=\"@workable\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eleni Kourmentza\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste#article\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste\"},\"author\":{\"name\":\"Eleni Kourmentza\",\"@id\":\"https:\/\/resources.workable.com\/fr\/#\/schema\/person\/246aec99718ddcb172f71f699e088a88\"},\"headline\":\"Descriptif de poste: Repr\u00e9sentant du service \u00e0 la client\u00e8le&nbsp;(f\/h\/autre)\",\"datePublished\":\"2020-01-08T11:05:24+00:00\",\"dateModified\":\"2020-02-06T13:21:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste\"},\"wordCount\":189,\"publisher\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-640x230.jpg\",\"keywords\":[\"sample-customer-service\"],\"articleSection\":[\"Descriptifs de postes\",\"Descriptifs de postes de service \u00e0 la client\u00e8le\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste\",\"url\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste\",\"name\":\"Mod\u00e8le de fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le | Workable\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste#primaryimage\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/representant-du-service-a-la-clientele-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/07\/customer-service-rep-640x230.jpg\",\"datePublished\":\"2020-01-08T11:05:24+00:00\",\"dateModified\":\"2020-02-06T13:21:31+00:00\",\"description\":\"Le pr\u00e9sent fiche de poste de Repr\u00e9sentant du service \u00e0 la client\u00e8le comporte des fonctions cl\u00e9s. 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Ils sont patients, empathiques et\u00a0des passionn\u00e9es de la communication. Ils adorent parler. Les Repr\u00e9sentants du service \u00e0 la client\u00e8le\u00a0sont capables de se mettre \u00e0 la place de leurs clients et de plaider leur cause si n\u00e9cessaire. Le feedback des clients est pr\u00e9cieux, et les agents de service client peuvent le recueillir pour vous. Les sp\u00e9cialistes du service client ont des aptitudes naturelles pour la r\u00e9solution des probl\u00e8mes. Ils sont \u00e0 l'aise en la mati\u00e8re et enqu\u00eatent s'ils ne disposent pas de suffisamment d'informations pour r\u00e9soudre les r\u00e9clamations des clients.\r\n<div data-block=\"true\" data-editor=\"98src\" data-offset-key=\"e7nvh-0-0\">Il s'agit d'assurer des excellentes normes de service, r\u00e9pondant de mani\u00e8re efficace aux demandes des clients et maintenant une satisfaction \u00e9lev\u00e9e de la client\u00e8le.<\/div>","requirements":"<ul>\r\n \t<li>Exp\u00e9rience reconnue dans l'assistance \u00e0 la client\u00e8le ou exp\u00e9rience en tant qu'agent\u00a0de service client<\/li>\r\n \t<li>Ant\u00e9c\u00e9dents dans le d\u00e9passement de quotas<\/li>\r\n \t<li>Solides comp\u00e9tences pour le contact t\u00e9l\u00e9phonique et l'\u00e9coute active<\/li>\r\n \t<li>Familiaris\u00e9(e) avec les syst\u00e8mes et les pratiques CRM<\/li>\r\n \t<li>Orientation client et capacit\u00e9 d'adaptation\/pour r\u00e9pondre face \u00e0 diff\u00e9rents types de caract\u00e8res<\/li>\r\n \t<li>Excellentes comp\u00e9tences de communication et de pr\u00e9sentation<\/li>\r\n \t<li>Polyvalence, capacit\u00e9 \u00e0 prioriser et \u00e0 g\u00e9rer le temps de mani\u00e8re efficace<\/li>\r\n \t<li>Dipl\u00f4me d'\u00e9tudes secondaires<\/li>\r\n<\/ul>","responsibilities":"<h3>Liste des fonctions d'un agent de service client\u00a0:<\/h3>\r\n<ul>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"65n7a-0-0\">\r\n<div data-offset-key=\"65n7a-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"65n7a-0-0\"><span data-text=\"true\">Gestion d'un <\/span><\/span><span class=\"vaguephrase\"><span data-offset-key=\"65n7a-1-0\"><span data-text=\"true\">nombre important<\/span><\/span><\/span><span data-offset-key=\"65n7a-2-0\"><span data-text=\"true\"> d'appels entrants<\/span><\/span><\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"3igqr-0-0\">\r\n<div data-offset-key=\"3igqr-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"3igqr-0-0\"><span data-text=\"true\">G\u00e9n\u00e9ration de ventes prospectives<\/span><\/span><\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"1lg01-0-0\">\r\n<div data-offset-key=\"1lg01-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"1lg01-0-0\"><span data-text=\"true\">Identification et appr\u00e9ciation des besoins des clients pour leur donner satisfaction<\/span><\/span><\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"3vjk3-0-0\">\r\n<div data-offset-key=\"3vjk3-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">Instauration de rapports durables et de confiance avec les comptes clients par le biais d'une communication ouverte et active<\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"3vjk3-0-0\">\r\n<div data-offset-key=\"3vjk3-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">Fourniture d'informations pr\u00e9cises, valables et compl\u00e8tes en utilisant les bonnes m\u00e9thodes et les bons outils<\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"12v16-0-0\">\r\n<div data-offset-key=\"12v16-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"12v16-0-0\"><span data-text=\"true\">Satisfaction des\u00a0objectifs de vente et des quotas de traitement d'appels personnels\/de l'\u00e9quipe de service au client<\/span><\/span><\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"etmgn-0-0\">\r\n<div data-offset-key=\"etmgn-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">Gestion des r\u00e9clamations des clients, fourniture de solutions et d'alternatives appropri\u00e9es dans les d\u00e9lais impartis\u00a0; suivi pour assurer la r\u00e9solution<\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"etmgn-0-0\">\r\n<div data-offset-key=\"etmgn-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\">Tenue de registres concernant les interactions avec les clients, traitement des comptes client et archivage des documents<\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"cl5ii-0-0\">\r\n<div data-offset-key=\"cl5ii-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"cl5ii-0-0\"><span data-text=\"true\">Respect des proc\u00e9dures, directives et politiques de communication<\/span><\/span><\/div><\/li>\r\n \t<li class=\"public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR\" data-block=\"true\" data-editor=\"98src\" data-offset-key=\"469q4-0-0\">\r\n<div data-offset-key=\"469q4-0-0\" class=\"public-DraftStyleDefault-block public-DraftStyleDefault-ltr\"><span data-offset-key=\"469q4-0-0\"><span data-text=\"true\">Faire de son mieux pour impliquer les clients<\/span><\/span><\/div><\/li>\r\n<\/ul>","see_more":"<h2>Ressources additionnelles\u00a0:<\/h2>\r\n<ul>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/customer-service-skills-assessment-test\">Marche \u00e0 suivre pour \u00e9valuer les agents de service client<\/a><\/li>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/customer-service-representative-interview-questions\">Questions d'entretien avec un Agent de service client<\/a><\/li>\r\n<\/ul>"},"_links":{"self":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/42415","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/comments?post=42415"}],"version-history":[{"count":0,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/42415\/revisions"}],"wp:attachment":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/media?parent=42415"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/categories?post=42415"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/tags?post=42415"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}