Responsibilities of Taobao Customer Service Specialist

Summary of Responsibilities of Taobao Customer Service Specialist 15

In our daily life, people use job responsibilities more and more. Job responsibilities refer to the specific work content of workers, their responsibilities, reaching the standards required by superiors and completing the tasks entrusted by superiors. There are many points for attention in formulating job responsibilities. Are you sure you can write it? The following is the job responsibilities of Taobao customer service specialist that I carefully arranged, for reference only, and welcome everyone to read.

Responsibilities of Taobao Customer Service Specialist: 1 1. Respond to customer inquiries in a timely and enthusiastic manner, receive customer orders, and deal with problems in sales;

2, can independently complete professional recommendation and shopping guide, and seriously guide customers to buy products;

3, responsible for answering customer inquiries, enhance the company's brand image and the number of potential customers;

4. Properly handle customer complaints to ensure customer satisfaction and store reputation;

5. Reply to online information, handle orders and follow up logistics in time.

Responsibilities of Taobao Customer Service Specialist 2 1. Use the background and related software of Taobao store to carry out basic operations of the store, such as letting the baby go up and down;

2. Answer questions with buyers through Want Want and QQ, and guide buyers to promote sales;

3. Order confirmation, processing, tracking, answering the buyer's questions in the order process, coordinating delivery and other matters;

4. Do a good job in after-sales service such as buyer complaint handling, return visit, return and exchange handling, and buyer satisfaction survey;

5. Record, sort out and archive the buyer's information, and make regular return visits in time through the internet, telephone and other forms;

6. Other tasks assigned by superiors.

Responsibilities of Taobao Customer Service Specialist 3 1. Be fully responsible for the sales and management of Taobao shop/mall, and be familiar with the operation process of Taobao shop.

2. Plan the marketing activities of online stores to increase the turnover of online stores. At the same time, the daily maintenance of the store can be carried out: timely and accurately follow up orders, accept customer inquiries, reply to customer messages, and ensure the normal operation of the online store;

3. Be responsible for the decoration and promotion of the company's Taobao Mall and stores, improve the click-through rate, page views and conversion rate of the stores, and achieve the goals set by the company;

4. Familiar with Taobao training, taobao guest and other Taobao propaganda tools, and be good at summing up experience to provide strategies for achieving sales performance;

5. Love Taobao, have a strong sense of customer service, and have the ability to deal with emergencies; Patience and meticulous work, can bear hardships, have strong affinity, adaptability and writing and language communication skills; (Zhongshan Promotion Commissioner Recruitment)

6. Honest and trustworthy, dedicated, quick-thinking and innovative;

7. Working experience in relevant online stores is preferred (LED lighting products).

Responsibilities of Taobao Customer Service Specialist: 4 1. Mainly responsible for the online customer reception work of the company corresponding to the e-commerce platform to ensure timely and complete registration;

2. Respond to the customer's Wangwang or telephone consultation in a timely and targeted manner;

3. Participate in the training of the company and customers, and get familiar with the shops and products as soon as possible;

4. Arrange and supervise the delivery;

5. Carry out daily shift changes, without omission.

Responsibilities of Taobao Customer Service Specialist 5 1. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal;

2. Make customer inquiries and guide customers to buy our products;

3. Responsible for effective customer management and communication, and develop and maintain good customer relations;

4. Visit customers regularly or irregularly to check the maintenance of customer relationship;

5. Be responsible for the pre-sales or after-sales service of the company's products;

6. Establish customer files, quality tracking records and other after-sales service information management systems.

7. Handle orders in time, track the delivery trend of goods, and communicate with users in time to avoid user dissatisfaction.

Responsibilities of Taobao Customer Service Specialist 6 1. Communicate with customers through Ali Want Want, be responsible for receiving customer inquiries and answering customer questions; And recommend our products to customers in the conversation, guide and persuade customers to reach a deal;

2. Improve the repeat purchase rate by serving and recommending old users; Visit customers regularly or irregularly to check the maintenance of customer relationship;

3. Follow up during the sales period, follow up the production, delivery and logistics status of customer orders, and ensure that customers can clearly understand the logistics status; And timely and effectively solve related after-sales problems for customers, and eliminate customers' worries;

4. Prepare, distribute and ship the goods within the specified time according to the order to ensure the timeliness of the order;

5. Use various Internet marketing promotion modes, such as email marketing, media delivery, forum community, soft text, link exchange and other ways to promote brand marketing;

Responsibilities of Taobao Customer Service Specialist: 7 1. Responsible for customer reception of Tmall platform and shopping guide and sales through chat tools;

2. Have good service awareness and communication skills, answer customer questions and solve problems, and finally facilitate the transaction;

3. Communicate with customers, analyze customer needs, understand customer service demand information, conduct effective tracking, provide pre-sales guidance and services, and improve customer satisfaction;

4. Feedback the problems found in the service in time, and actively put forward suggestions and suggestions for improvement.

Responsibilities of Taobao Customer Service Specialist: 8 1. Responsible for the sales and customer service of Taobao shop/mall, familiar with the operation process of Taobao shop;

2. Assist the department head to implement the marketing activity plan of the online store and increase the turnover of the online store;

3. Responsible for the daily maintenance of the store: timely and accurately follow up orders, accept customer inquiries, reply to customer messages, and ensure the normal operation of the online store;

3. Assist the department head to decorate and promote the company's Taobao Mall and stores, improve the click-through rate, page views and conversion rate of the stores, and complete the goals set by the company;

4. Familiar with Taobao training, taobao guest and other Taobao propaganda tools, and be good at summing up experience to provide strategies for achieving sales performance;

Responsibilities of Taobao Customer Service Specialist 9 1. Responsible for the business docking of the company's e-commerce platform;

2. Be familiar with the operating rules related to each platform.

3. Handle customer orders of various e-commerce platforms, and help customers query and track the logistics situation;

4. Receive customers through chat tools such as Taobao Want Want and Knock Knock, answer questions, get orders and facilitate transactions;

5. Be responsible for answering, following up and feeding back customer inquiries, and solving complaints and bad reviews;

6. Understand customers' needs and ensure customers' happiness and satisfaction through effective communication;

7. Understand and be familiar with recent commodities;

8. Complete other tasks assigned by the department head.

Responsibilities of Taobao Customer Service Specialist

Responsibilities of Taobao Customer Service Specialist 10 1, log in to Store Want Want and answer customers' questions;

2. Deal with the daily problems of each platform and answer customers' calls;

3. Master product knowledge, recommend promotional activities and achieve sales targets;

4. Actively respond to tasks assigned by superiors;

5. Communicate with relevant departments to solve practical problems.

Responsibilities of Taobao Customer Service Specialist 1 1 1. Understand customer demand information through chat tools such as Taobao Want Want, and conduct effective tracking, guidance and service;

2. Handle customer information and orders, track inventory, provide pre-sales and after-sales services, properly handle various disputes, maintain the good reputation of the store, and ensure the stability and security of the account;

3. Be familiar with product knowledge, pay attention to and feedback the inventory situation and various problems encountered in consultation in time;

4. Follow up the order, solve the customer service logistics inspection and reminder, and register, feedback and follow up;

5. Accept and solve simple after-sales disputes and complaints, register and give timely feedback to the corresponding after-sales personnel, assist in communication and solve problems encountered by customers;

6. Keep good communication with all departments and do a good job of support and cooperation.

Responsibilities of Taobao Customer Service Specialist 12 1. Serve customers through online chat tools, solve customers' questions about products, recommend products and facilitate order transactions;

2. Be familiar with the background operation processes of Tmall and Taobao, such as delivery, evaluation, order comment and price modification.

3. Familiar with the basic rules of Tmall Taobao platform;

4. Take the initiative to contact customers and urge the payment of unpaid orders;

5. Problems beyond the customer service authority need to be fed back to the corresponding superiors in time in order to solve the problem.

6. Deal with simple after-sales problems, such as checking parts and tracking logistics information.

7. Answer the consultation phone.

Taobao customer service specialist's job responsibilities are 13 1, goods sold in online stores are put on shelves, classified, commodity information is adjusted in time, online stores are updated, online stores are promoted, planned and implemented, stores are independently operated and displayed, and the attraction of stores is enhanced;

2. Online customer service and shopping guide, and communicate with customers through online chat tools (Want Want, QQ, etc.). ), answer customers' questions about products, and independently complete online shopping before, during and after sale;

3. Deal with the daily affairs of Taobao shop, including online message reply, order management, arrival tracking, evaluation management, after-sales service, etc.

4. Be good at solving after-sales problems and know how to solve customers' return requirements;

5. Maintain customer relationship regularly to promote interaction and sales;

6. Promote team performance growth, achieve store sales targets and enhance the company's brand.

Responsibilities of Taobao Customer Service Specialist: 14 1. Be responsible for customer consultation on Want Want, answer customers' questions, promote sales, remind customers in time and pay attention to customers' special requirements;

2. Track logistics to ensure timely and proper delivery of express delivery; Cooperate with logistics and distribution,

3. Responsible for handling customer return complaints, understanding the reasons for complaints and proposing improvement suggestions.

4. Complete other tasks assigned by the supervisor.

5, understand consumer psychology, strong language skills, good at communication, familiar with digital products, can accurately and effectively recommend different customers in a short time.

Job responsibilities of Taobao customer service specialist 15 responsibilities 1, language ability

This is the most basic and important ability that a Taobao customer service should have. Taobao is a virtual online shopping platform. All transactions need to be communicated through Want Want tools. This way of communication is not face to face. It is difficult to express the actual situation accurately, and words play a key role in this process. Therefore, a qualified customer service must have good language organization and expression skills. Let the other party know and master the commodity information correctly through words, and let the buyer know the service attitude and service level of the seller. Pleasant transactions are often from pre-sales consultation to mid-sales negotiation, to after-sales service and finally to evaluation. Good communication is indispensable. No link can leave a bad impression on the buyer, let alone offend the buyer. Under any circumstances, you can't swear and irritate the buyer. If appropriate, you can refer to Taobao rules to handle it.

For example, when any buyer enters the store to make an inquiry, the first sentence should be "(smiling picture) Hello! Welcome to Paris in the East, I am glad to help you! "

When a buyer encounters a problem, he can say "Hello! Please don't worry! We will help you solve it! "

When the buyer asks to modify the payment method, he can say, "Just a moment, please. . . I'll help you change it right away! "

When the price change informs the buyer to pay, you can say, "Thank you for waiting, the price has changed, and we will arrange delivery as soon as possible after payment!" "

Buyers can send (happy cooperation pictures) and (goodbye pictures) after payment. When the buyer has not received the goods and asked about the logistics situation, he can say "Hello! I'll check it for you right away, and then tell you the result and say, "(ashamed picture) I'm sorry, please wait patiently!" We will contact the courier company immediately and deliver the goods to you as soon as possible. " When the buyer receives the goods and reflects that there is something wrong with the goods, he can say "(smiling picture) Hello! Don't worry yet!

When the buyer gives a bad review, if the buyer is online, you can say "Hello! I just read the evaluation you gave us. I'm really sorry! (Then understand the specific situation and give a reasonable explanation and treatment)

During the whole chat, don't be blunt, use more friendly sentences and be professional. Use "Hello", "Hehe" and "Cartoon Pictures on Want Want" in all directions to create a warm shopping environment.

Responsibility 2, professional ability

A qualified Taobao customer service must know the goods in the store like the back of his hand, so that he can have answers and explain them more convincingly, instead of giving wrong answers when the buyer asks some professional knowledge, which will not only make the buyer laugh, but also directly lead to returns or bad reviews. But this professional ability can't be mastered in a day or two. It needs to be accumulated and summarized in the usual communication with buyers and in the description of the baby. You can search Baidu for answers when you encounter problems. The same mistake cannot be repeated! You can learn a lot from communicating with buyers. Many computer accessories bought by Taobao have a certain level. As a Taobao customer service does not understand, you can ask the buyer, so that you can not only learn things by yourself, but also better get along with the buyer. This article comes from Taoqiao.

Responsibility 3, psychological quality

Taobao has everyone, and anything can happen. Without good psychological quality, it is difficult to be competent. The psychological quality here refers not only to one's own psychology, but also to the ability to gain insight into the buyer's psychology. It is very important to grasp the buyer's heart and understand the buyer's thoughts and motives at any time. This requires customer service to have keen insight and analytical ability to guide the success of the transaction, such as bargaining, which is actually what any normal person would think. This is already the habit of property buyers. Don't find others difficult. At this time, you can make the buyer accept it in a euphemistic tone, instead of saying "our goods don't bargain"!

Responsibility 4. Service attitude

Attitude can decide everything, it is no exaggeration. As a customer service, attitude is very important. Because both buyers and sellers trade in a virtual environment, the whole process can only be carried out through verbal communication. The attitude of customer service will give the buyer the most direct impression, which is the key factor to decide whether the buyer is willing to buy. No matter what happens, remember that "the buyer is God", don't neglect any buyer, and take the initiative to apologize for your mistakes.

Responsibility 5, adaptability

Whether the comprehensive quality of a Taobao customer service is excellent or not is very important. In addition to answering questions raised by buyers, customer service sometimes needs to be flexible and clear-headed. In the long-term dialogue with buyers, we can constantly accumulate experience in dealing with various buyers and use it flexibly in practice. Good luck, good luck.

Responsibility 6. Communication ability

Although Taobao is a virtual shopping environment, it is also a communication activity between people. Therefore, how to deal with this relationship is also worthy of attention, especially for some old customers. Don't talk about business-related things such as "price" and "quantity", which will make him feel that you don't treat him as a friend and have no human feelings. Therefore, you should talk to the buyers who frequent you in a friendly tone. When appropriate, we can talk about things that have nothing to do with business, which can bring us closer together and make it easier to lock in a long-term customer. For the price, take the initiative to give it a discount, instead of waiting for him to speak, you can respond flexibly to individual problems and relax moderately. Don't lose a long-term customer because of a little loss of interest, except, of course, those customers who are not worthy of long-term contact.

Responsibility 7, rules and regulations

Everything has rules, but the rules are dead and people are alive. Besides being familiar with the rules, what we have to do is how to use them flexibly. First of all, the customer service must be very clear about these rules, and will be calm and clear-headed when dealing with problems. Otherwise, it is easy to fall into an ambush set by a malicious buyer. Learn to grasp the evidence that is beneficial to you, and guide the buyer to say what is beneficial to you, such as the buyer saying that something is missing or damaged. This kind of situation must not be admitted casually, and it must be handled according to the rules. The buyer's signature on the courier shows that he has no objection to the model/quantity/completeness of the goods. If the buyer takes this as the basis, it is also invalid, especially some buyers who want to use bad reviews to blackmail. Try to find out his original words in the chat record. For example, you mean I'll give you a refund directly if you don't return it? You mean if I give you a refund, you won't give me a bad review? Wait, take this as evidence.

Responsibility 8, bad review processing

First of all, it should be handled according to the principle of rationality/cost performance. Rationality means that both buyers and sellers can accept it and deal with it in the middle according to the actual situation. Cost-effective means that as a seller, we will give in to bad reviews, but we must have a degree, and we must never blindly use money to buy reviews. This will not only lose our interests, but also further develop the existence of this kind of garbage, and it is more likely to buy our goods with a vest next time. In fact, I think many problems in dealing with bad reviews can be solved. In addition to intentional extortion, many of them are a matter of breath. In this case, as long as you sincerely apologize to him and then say it in a euphemistic tone, he will always be moved. Don't worry about who is right or wrong, even if the buyer is wrong. If an apology can solve it, why not? At this point, the customer service must put down the so-called face. As long as it is not excessive behavior, customer service should bow its head in front of buyers, rather than being above them. After all, only superficial things will not cause you substantial harm, let alone intangible network virtual space!

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