Online customer service job responsibilities online customer service

Online customer service job responsibilities online customer service

In daily life, job responsibilities are used more and more frequently, and the clarification of job responsibilities is very important for enterprises to standardize employment and avoid risks. I believe that most people have a headache when formulating their job responsibilities. The following are the job responsibilities of online customer service that I have compiled for you. Welcome everyone to learn from and refer to. I hope it helps you.

Job responsibilities:

1, keep a good attitude, communicate with customers actively, enthusiastically, patiently and meticulously, and answer their questions.

2. Check the customer's messages every day, reply to the customer's message consultation in time, and solve the customer's problems.

3. Be familiar with commodity information, understand customer needs, master communication skills, correctly explain and vividly describe the characteristics and advantages of related products.

4. Reasonable arrangements are applicable to express delivery and logistics. According to the weight, region and courier fee of the ordered goods.

5. Before delivery, carefully check whether the customer has any messages and remarks to prevent delivery errors and ensure the accuracy of the recipient information on the invoice.

6. Keep records of lost parts and damaged courier, communicate with courier about compensation, and handle after-sales issues such as customer refund and compensation negotiation.

7. Pay attention to whether the customer's delivery address is within the delivery range of the cooperative courier company, and follow up the completed orders every day. We must be patient, not anxious, and have a good service attitude, handle it in time and make records, and report to the leaders in time for customers with special requirements.

8. When there is a problem with the outer packaging of the goods, write down the reasons and make records, communicate with the courier, and make up the difference or reissue it to the customer after determining the reasons.

9, the wrong goods, rejected and other returned parts statistics, record the reasons, statistics.

10, change of address, undeliverable, undeliverable and other logistics problems, timely communicate with the courier company and customers, coordinate and deal with customers' after-sales problems, and strictly follow the company's relevant systems and operating procedures.

Job requirements:

1. College degree or above.

2. Careful and flexible, strong sense of responsibility, good psychological quality and strong sense of service.

3. Flexible and logical thinking, self-motivated, strong learning ability, strong execution and strong communication skills.

4. Familiar with computer use, and proficient in Excel and Word operation.

5. Experience in e-commerce customer service is preferred.

Job requirements:

Education requirements: junior college

Language requirements: unlimited

Age requirement: unlimited

Working years: unlimited experience

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