Customer service responsibilities and work details of the company-1, daily management of the department, and regular departmental meetings;
2. Collect vip customer information and survey data to provide necessary reference for the company's decision-making;
3. Strengthen the training and work guidance of the front desk, switchboard and broadcasting posts, and urge subordinates to do a good job in various services;
4. On the basis of implementing the vip manual of the Group, maintain vip management that conforms to the characteristics of the store and guide the vip service management of the store;
5. Develop and maintain vip members and manage the use of membership cards;
6. Manage vip member services in the store, plan vip member activities, and seek cooperation from external business alliances;
7. Be responsible for the quality management of goods in the store, conduct documentary review of suppliers' entry according to the group management process, be responsible for the inspection and assessment of goods quality, and comprehensively monitor the qualified rate of goods quality;
8. Responsible for receiving customers' visits, assisting business departments to handle major customer complaints, and following up the complaints transferred from 400 groups. For major complaints that cannot be solved in the store, contact the superior industrial and commercial department to accept and solve them and follow them up in real time;
9. Be responsible for the collection and filing of store contracts, manage the safety and accuracy of contracts, and cooperate with the inspection of the Group;
10, formulate the work plan of department personnel, and organize the implementation of daily training and performance appraisal management;
1 1, responsible for the maintenance and management of customer service facilities and vip prize distribution management;
12, be familiar with and implement the emergency plan of the mall, be responsible for reporting the on-site accidents in time, and ask all relevant departments to take photos and save the on-site data;
13, responsible for the relationship maintenance of local government functional departments such as the local Ministry of Commerce, the Industrial and Commercial Bureau, the Quality Inspection Bureau, the Consumer Protection Committee, and the inspection agency; Cooperate with various work and activities carried out or arranged by local government functional departments or institutions.
Responsibilities and work details of company customer service II. operating duty
1. Pay attention to departmental etiquette and provide a good external image of the company;
2. Maintain good service order and provide high-quality customer service;
3. Provide information, serve as a bridge between customers and the company, and be responsible for the customer service department of the shopping mall.
Second, the main work
1. Check the etiquette and clothing of employees every day;
2. Check the customer service workflow of employees to ensure the service quality;
3. Do a good job in customer complaints and reception;
4. Set an example, advocate the business philosophy of "customer first" and put an end to disputes between employees and customers;
5. Coordinate with government departments to ensure a good external environment of the mall;
6. Do a good job in recruiting members and visiting major customers;
7. Strictly manage trolleys and sell shopping bags;
8. Guide the standardization of gift distribution, customer packaging, storage and return.
9. Make the staff scheduling table and strictly control the staff cost;
10. Responsible for arranging the professional knowledge training and performance appraisal of employees;
1 1. Responsible for arranging the release and tracking of supermarket news and ensuring the implementation of various promotional activities in the mall;
12. Guide the delivery office to work according to the company's specifications.
Third, the auxiliary work
1. Be responsible for the environmental sanitation in the responsible area and provide customers with a good shopping environment;
2. Assist in passenger flow guidance and security at entrances and exits;
3. Assist in the tally and replenishment of promotional goods in the front desk area, and manage the system "Responsibilities of Customer Service Department in Shopping Mall".
Iv. Responsibilities of Customer Service Specialist
1, responsible for communication and coordination with the customer service of partners.
2. Actively communicate and pay a return visit to summarize, improve and extend the connotation and process of service;
3. Responsible for customer reconciliation, information release and daily communication.
4. Be responsible for handling all kinds of complaints and forwarding and tracking services.
5. Be able to make full use of existing resources and complete business update, service promotion and integration.
Five, customer service specialist daily language
1. Greetings: Hello! good morning
2. Congratulations: Happy holidays! Happy holidays! Congratulations on getting rich! Good luck! Everything wins! have a nice trip
3. Welcome: Welcome! Welcome to visit! Welcome to guide.
4. Meeting language: Please come in! Please sit down! Please have tea.
5. Modesty: Sorry! Please forgive me! Excuse me
6. Plead: Please take care! Please correct me! Please wait! Please wait a moment! Please stay!
7. thank you: thank you! Thank you for your attention! Thank you for correcting me!
8. Farewell: Goodbye! Bye. Good Night!
Sixth, call the waiter
1, and the hotline should be kept open.
Answer the phone immediately before the phone rings three times.
When answering the phone, the voice should be clear and pleasant, and the speech speed should be appropriate.
4. When you answer the phone, you should say hello to the other party first, then tell the department name of the other company, such as xx Company and xx Department, and then report my name and prepare for filing.
Company customer service job responsibilities and job details III 1, major in computer, college degree or above;
2. More than one year relevant working experience, familiar with monitoring products, and relevant security industry background is preferred;
3. Proficient in computer hardware assembly and maintenance, proficient in Windows series operating systems (those who have experience in assembling computers, small LAN networking and small system integration).
4. Proficient in the installation and debugging of LAN and WAN;
5. Strong ability of independent analysis and problem solving;
6. Strong sense of responsibility, good team spirit, strong self-learning ability and ability to work under pressure.
Attachment: Company Customer Service Requirements
Quality requirements:
1. Have customer service experience, understand customer needs, and be familiar with enterprise operation methods and service channels;
2. Self-restraint, courtesy, high and comprehensive knowledge and strong learning ability;
3. Strong language skills, knowing how to handle certain relationships, having a certain personality charm, having a good first impression and giving customers a sense of trust;
4. Flexible mind, strong adaptability on site, able to take the initiative to master the topic and solve the problem properly;
5. Good image, good temperament, neat and generous appearance, and decent words and deeds;
Requirements:
1, relevant experience is preferred, and fresh graduates are welcome, with strong learning ability and no experience to cultivate;
2. Fast typing speed and strong communication skills;
3. Have good teamwork ability and customer service awareness, and have certain judgment and decision-making ability;
4. Skilled in operating office software, including Word and Excel.
5, can obey the arrangement and deployment of working hours, can adapt to the early shift, night shift work system.
Company customer service responsibilities and work details 4 1, positioning potential customers;
2. Publicize and introduce the company's products and services to customers, and understand and determine their needs;
3. Maintain good cooperative relations with new and old customers;
4. According to customer needs and market changes, put forward constructive analysis and opinions on the company's products and business development;
5. According to the sales work plan formulated by the company, complete the sales tasks assigned by the company.
Customer service work content
1. Record and verify customers' inquiries and questions in detail;
2. Analyze and reply in time, and then record relevant information, such as customer information; If you can't reply in time, you must collect the detailed information of the customer and file a case for it, including: time, place, people, events, contact number, etc. , and send the case to the relevant person in charge. After obtaining the solution, the customer service representative must reply to the customer as soon as possible while obtaining the solution. No more than three days at most.
3. If the customer accepts the solution, end the call politely; If the customer does not accept the solution, we should try our best to gain the customer's understanding and support, reply to the customer euphemistically, and reflect the suggestions to the company in order to be perfect. If the customer's needs are beyond the service scope of the customer service department, explain to the customer and end the call politely.
Matters needing attention in telephone customer service work
First, the telephone customer service requirements
1, serious and responsible
2. Be careful and patient.
3, with many aspects (personality)
4. Make detailed records.
5, steady, not unexpected, not impetuous.
6. Pay attention to facts, especially industry information.
7. The professional customer service staff of the products sold must understand that we are the last working procedure of the company and any problems must be solved in our hands. Therefore, customer service personnel are required to be responsible and take every call seriously. A small mistake in your phone call could ruin the whole company. We should take other people's business as our own business, satisfy customers by any means, and minimize the company's losses.
Second, several psychological processes experienced by customer service
1, afraid of receiving after-sales call, guilty, don't know how to deal with it.
2, indifferent mentality, just answer the phone, and return if it is a big deal.
3. Procrastination, everything is done by procrastination. After a long time, customers will lose their temper, give up and things will be solved. Customers who really can't drag on will find a way to solve it!
4. Help customers solve problems, learn professional knowledge in their spare time, help customers solve problems in their own way, and let customers dispel the concept of complaining.
5. continue to sell. Not only to solve problems for customers, but also to let customers continue to accept the company, believe in the company's products and continue to order our products.
Third, customer service telephone processing
Customer service personnel must trust our products, absolutely accept them, and find a unique point of purchase for any product. Dealing with customer service problems is dealing with customers' emotional problems, which is a process of appeasement. When answering the customer's phone, listen carefully to every detail that the customer says, and enlarge the subtle usage, so that the customer can reasonably understand that it is their own problem, not the product problem.
1. For customers who make after-sales calls for the first time, they must be enthusiastic, but they must not lose their expert tone. Ask the customer's questions in detail, solve the problems in a targeted manner, and make records. For problems that can't be solved at the moment, record and make an appointment to reply, solve them in time after hanging up, and reply to customers on time.
2. For customers who call the after-sales phone again, first of all, call the customer's name, make the customer feel cordial, ask the customer's questions in detail, and be aware of it. For this kind of customers, we should first care, then understand the recent use, so that customers can speak freely, and then deal with it.
For customers who call many times, you can't call back as soon as you get the phone, even if you transfer the phone, you should say that you are busy and call again later. Check the customer's phone records in detail first, see if it is an old problem or a new one, and call back when you think of a solution. When you call back, you must pay attention to control the process of the call and guide him to develop in his own favorable direction. Remember, you must be patient, let the customer feel that you have always been sincere and considerate to her, and make the customer feel embarrassed to call again.