What are the customer service work contents and responsibilities?

Customer Service Responsibilities (1):

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Job Responsibilities and Specifications

Purpose:

Use The customer service agent must clarify his job responsibilities and the norms and systems that must be implemented conscientiously, so that his work can be completed successfully under the necessary systems and norms.

The first service tenet

Service and quality coexist, solve customers' worries, and establish the company's integrity brand.

Our goal: to work hand in hand with customers to create first-class digital education products.

The second service target

Existing, emerging customers and potential target customers.

The third service belief

Enthusiasm - Treat your job, customers and colleagues with full enthusiasm.

Dedication - Do your best and do your best at work, making dedication a professional habit.

Diligence - You should be diligent, hard-working, responsible and dedicated to your job.

Innovation - devote yourself wholeheartedly to continuously optimize and innovate working methods and materials to improve efficiency.

Obedience - You should obey the instructions and work arrangements of your superiors and complete your work on time.

Article 4 Quality Requirements for Customer Service Personnel

(1) Experience: Have experience in customer service, understand customer needs, and be familiar with business operations and service channels;

(2) Professional quality: well-educated, polite, with higher and more comprehensive knowledge, strong learning potential, and quick understanding of new product knowledge;

(3) Communicative potential: strong language expression potential, good communication skills People understand when, where, what situation to deal with, what language is appropriate to express, know the necessary relationship management, have certain personality charm, have a good first impression, and can give customers a sense of trust;

(4) Adaptability: flexible mind, strong on-site adaptability, able to take the initiative to control topics and solve problems appropriately;

(5) Window image: good image, good temperament, neat and generous appearance, decent words and deeds, Have the demeanor of a corporate image representative and product spokesperson;

(6) Work attitude: enthusiastic, proactive, able to serve customers in a timely manner, regardless of personal gains and losses, and have a spirit of dedication.

Article 5 Customer Service Representative Job Responsibilities

(1) Responsible for consultation, inquiry and answer for customers in all operating areas;

(2) Responsible for product introduction and demonstration and customer usage issues and other services;

(3) Responsible for customer telephone return visits, follow-up and handling of customer complaints and other issues;

(4) Responsible for keeping work logs, weekly reports, monthly reports Report, timely feedback information statistics, analysis and reporting;

(5) Complete other tasks assigned by superiors.

Article 6 Job Specifications

(1) Customer service representatives must maintain a good mental state and appearance at all times, work conscientiously, be patient, and have a strong sense of responsibility;

< p> (2) Be enthusiastic when answering customer calls, use professional terminology, and carefully answer questions raised by customers. At the same time, you have confidence in your business and do not make exaggerated promises to customers;

(3) Be proficient in the company products and services, and fully understand the detailed status of customers, and solve problems for customers in a timely manner in strict accordance with the company's relevant regulations;

(4) Customer service representatives represent the company's image and clarify the real reasons and thoughts of customer complaints. To get solutions, pay attention to language communication skills, do not have disputes with customers, and do not do things that harm the interests of the company;

(5) Customer service representatives should take the initiative when receiving complaints or complaints from customers. Apologize to the customer and handle it properly, and report it to the company according to the severity of the situation;

(6) The customer service representative will register the different situations reported by the customer in detail in the form of a work log based on the work status of each day. Special customer situations need to be reported to the department leader (or the person in charge of the center), and work summaries should be reported monthly;

(7) Strictly abide by the company and workplace rules and regulations, attend work on time, and You are not allowed to engage in anything unrelated to work during working hours. If found, you will be punished according to company management regulations.

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(1) Responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans

(2) Responsible for effective customer management and Communication

(3) Responsible for establishing a customer service team and training customer representatives and other related personnel

(4) Regularly or irregularly conduct return visits to customers to check the status of customer relationship maintenance

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(5) Responsible for developing and maintaining good customer relationships

(6) Responsible for organizing after-sales service of the company's products

(7) Establishing customer files and quality tracking records After-sales service information management system

Customer service responsibilities (2):

Whether it is the electronics industry, financial industry, Internet company, etc., in order to improve the quality of service, a customer service specialist is indispensable. job. Different industries have different job responsibilities. The following is a collection of job responsibilities for customer service specialists in various industries for reference.

(1) Job responsibilities of a customer service specialist in a financial industry company:

1. Understand customer inquiries, record customer inquiries and complaint information, and give customer feedback according to corresponding procedures;

2. Able to promptly discover the needs and opinions of incoming customers, record, organize and report.

3. Provide customers with complete and accurate solutions and information, solve customer problems, and provide high-quality services;

4. Good work execution, strictly follow specifications and procedures Carry out work or related operations;

5. Share information with colleagues or supervisors, accumulate knowledge, and provide basis for process improvement;

6. One-stop solution to customer needs , providing customers with a full set of consulting and card purchasing services.

(2) Job responsibilities of a customer service specialist in an Internet company:

1. Communicate with customers and promote sales through Internet chat tools;

2. Respond to telephone consultations and online consultations;

3. Understand telephone orders and online orders, and process orders;

4. Return visits to and maintain customers, and service orders.

5. Record and summarize consultation events, analyze and feedback them to superiors in a timely manner.

(3) Job responsibilities of a customer service specialist of an e-commerce company:

1. Responsible for communication between the company and bank customers, and handling the needs raised by bank customers

< p> 2. Responsible for bank order management;

3. Responsible for communication with the company's product department;

4. Cooperate with department managers to complete corresponding work.

(4) Job responsibilities of a customer service specialist of a navigation company:

1. Responsible for the daily monitoring and management of the monitoring and management platform.

2. Input vehicle equipment ID and other related information, and manage SIM cards.

3. Responsible for the company’s software monitoring system and hardware equipment training support.

4. Responsible for daily operation and management technical support, online Q&A, and training of the company’s software monitoring platform.

5. Responsible for the daily testing and technical tracking support of the company's new customers' GPS vehicle equipment and monitoring system platforms.

6. Responsible for answering company customer service calls and answering technical questions.

7. Responsible for regular management of the company’s system platform (database backup, daily upgrade and maintenance during the service period)

8. Responsible for scheduling engineering installation personnel, project construction management, and coordination

(5) Job responsibilities of a customer service specialist in an online store:

1. Online customer service for the company’s online trading platform;

2. Pre-sales support: product introduction, guidance Convince customers to conclude a deal;

3. In-sale tracking: Follow up on production, delivery and logistics status of customer orders;

4. After-sales service: Handling customer feedback issues, returns and exchanges, Complaint handling, etc.;

Customer service responsibilities (3):

1) Responsible for accepting and properly handling customer complaints, mediating the relationship between customers and the company, and answering various questions raised by customers Consult, sort out and describe the specific requirements of customers;

2) Responsible for the production, follow-up and publicity and promotion of customer websites;

3) Responsible for taking photos of customer products and uploading them to the website ;

4) Responsible for the management of customer domain name registration and general website registration;

5) Branch office FTP application and management after issuance; opening of customer corporate mailboxes; < /p>

6) Maintenance of the company’s product platform and internal promotional materials, the latest member recommendations and entry into the product platform database; online promotion of non-Mingwan platforms on customer websites;

7) Responsible for organizing the company Analyze product satisfaction surveys, and promptly notify relevant departments and general managers of statistical analysis reports and product quality issues;

8) Coordinate with relevant departments to resolve problems that arise during the company's service process in a timely manner Solve it and form a valid record;

9) Track an unresolved user technical problem and provide on-site service when necessary;

10) Responsible for telephone return visits and sales service Assist in holding member salons and submit customer feedback to relevant department leaders.

Customer Service Responsibilities (4):

Job Purpose: Responsible for company project production and maintenance, magazine distribution, organization and implementation of large-scale events, etc.

1. Do a good job in the safety, maintenance and upkeep of outdoor media billboards, conduct regular inspections, keep detailed records, and provide timely feedback and handling of relevant issues.

2. Conduct market research on material prices, assist in the budget and final accounting of each project, and reduce costs.

3. Accept and inspect the project and make records in a timely manner.

4. Ensure safety during project production and be responsible for inspection and rectification.

5. The distribution of Fengxing Today magazine is in place in a timely manner, and it is effectively released and checked.

6. Collect customer information, prepare monthly customer file reports, and provide relevant information to other departments.

7. Cooperate with other departments to complete various tasks.

Performance standards

1. Quality and efficiency of work completion.

2. Initiative and execution ability.

3. Work attitude.

Customer Service Responsibilities (5):

1. Pay attention to etiquette and courtesy, and establish the concept of customer first

2. Be proficient in the relevant service rules and projects of the mall

3. Perform your responsibilities strictly in accordance with company regulations and do not act privately

4. Serve patiently and treat customers well

Main tasks:

1. Welcome customers at the beginning of every day of business

2. Understand the card application of units or individuals that meet membership qualifications

3. Bulk members and customers come to the door Visiting and reception

4. Handling and recording of customer complaints

5. Customer deposit/retrieval of packages

6. Responsible for distribution of gifts for promotional products

7. Test and test machines for buyers of large home appliances

8. Understand customer inquiries

9. Track and distribute supermarket news

10. Broadcast service work throughout the store

11. Use standardized terms

1. What are the job responsibilities of property customer service 2. Customer service awareness slogan 3. Customer service slogan 4. Enterprise customer service Service slogan 5. Service slogan of customer service department Slogan 6. Inspirational slogan of the customer service department 7. Short customer service slogan 8. Sentences for customer service center, use customer service center in sentences 9. Customer service work motto 10. Classic customer service quotations

Auxiliary work:

1. All work areas (customer service desk, bag deposit area, gift distribution area, electrical appliance testing area, return area, customer entrance) are kept clean at all times

2. Take good care of the company's property (broadcasting system, computer, membership card punching machine, laminating machine, etc.) and inspect it regularly

3. Be familiar with the division of labor of each department, product display status, operating principles, and understand the company's periodic promotion plans and News and special offers

4. Customer complaints should be carefully recorded, and major problems should be reported promptly

5. Avoid making customers noisy in public places

< p> 6. Go to the receiving department to collect the gifts with the gift list submitted by the receiving department

7. When the customer comes to request a return/exchange, check whether it meets the return/exchange requirements; When the floor supervisor comes to collect returned/exchange goods, he must carefully check the information on his list and sign for confirmation

8. Assist other departments in their work (such as inventory, theft prevention, fire prevention, etc.);

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