Customer service work content

The work content of customer service is: accepting customer consultation, recording the contents of customer consultation and complaint, and feeding back to customers according to the corresponding process; Be able to find the needs and opinions of calling customers in time, and record and report them; Provide customers with complete and accurate solutions and information, solve customer problems and provide quality services. It should be noted that different companies and different positions have different customer service responsibilities.

1, financial customer service:

1, accept customer inquiries, record customer inquiries and complaints, and give customers feedback according to the corresponding process;

2. Be able to find the needs and opinions of calling customers in time, and record and report them;

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

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

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

2. Online customer service:

1, communicate with customers through internet chat tools to promote sales;

2. Respond to telephone consultation and network consultation;

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

4. Visit and maintain customers and service orders;

5. Record and summarize the consultation events, analyze them in time and feed them back to the superior supervisor.

3, e-commerce customer service:

1, responsible for the communication between the company and bank customers, and handling the demands made by bank customers;

2. Responsible for bank order management;

3, responsible for communication with the company's product department;

4, cooperate with the department manager to complete the corresponding work.

4. Navigate customer service:

1, responsible for the daily monitoring and management of the monitoring and management platform;

2, vehicle equipment ID and other related information input, SIM card management;

3. Be responsible for the training and support of the company's software monitoring system and hardware equipment;

4. Be responsible for the daily operation and maintenance management technical support, online question answering and training of the company's software monitoring platform;

5. Be responsible for tracking and supporting the daily testing technology of GPS vehicle-mounted equipment and monitoring system platform of new customers of the company;

6, responsible for the company's customer service telephone answering processing, technical answering;

7. Responsible for the daily management of the company's system platform system;

8, responsible for the scheduling of engineering installation personnel, project construction management and coordination;

5, online shop customer service:

1, online customer service of the company's online trading platform;

2. Pre-sales support: product introduction, guiding and persuading customers to reach a deal;

3. Sales tracking: tracking the production, delivery and logistics status of customer orders;

4. After-sales service: handling customer feedback, returning goods, handling complaints, etc.

The principle of customer service

1, to ensure customer satisfaction

Put yourself in the other person's shoes and see if you can accept the same service.

2. Exceed customers' expectations

As a service industry, we should always walk in front of customers, think what customers can't think of, and create value for customers with innovative services.