What are the job responsibilities of online customer service? 1. Job responsibilities
(1) is 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 customer service team and training customer representatives and other relevant personnel;
(4) Visit customers regularly or irregularly to check the maintenance of customer relationship;
(5) Responsible for developing and maintaining good customer relations;
(6) Responsible for organizing after-sales service of the company's products;
(7) Establish after-sales service information management systems such as customer files and quality tracking records.
Second, the basic qualities that should be possessed
1. Love this industry, have a certain understanding of e-commerce, and have a general understanding of the development direction and prospects of e-commerce.
2. Have certain marketing skills, be familiar with basic computer operations, and have a fast typing speed of more than 50 words per minute.
3. Gentle personality, good temper, patience, no quarrel with customers, strong sense of responsibility and team spirit.
Third, the specific work content
1. The basic work is to make customer inquiries and guide customers to buy our products. This is not enough, because it is only the job of a shopping guide and does not have the ability to become a professional salesperson. Because sales, as a major promotion method, should be active and conscious, rather than passively waiting for customers to bargain. Because I used to be engaged in specialized sales work, doing sales is a very hard thing, and the requirements for every salesperson are also very high. This is not only a simple answer to customers' questions, but also how to promote their own shops and products and services.
2. Keep a good record of every day's work, record every day's problems (think about the causes of these problems) and how you solved them. If these experiences are written out, on the one hand, they can be used as lessons to remind themselves to constantly improve their working methods in their future work, and on the other hand, they can improve their business ability and become a qualified sales customer service staff through continuous practice.
3. Communicate with strangers actively, be bold and enthusiastic, and don't be afraid of being rejected by others. Mainly women (because we mainly make women-related products), promote our stores and products, let more customers know about us and expand our influence. If others also have shops, please make links to each other. Although these jobs are trivial, as a salesperson, they should be done. Qualified salespeople and excellent salespeople are reflected in these very detailed aspects. There are often salespeople who think that the work is very simple, not that there is nothing to do without shopping, but that there are quite a lot of things to do. Think about yourself. Have you ever done this? Have you thought about these questions?
4. Write more articles. As a salesman, there are many questions, and they are very convincing. If there is no problem, it can only show that you are not a qualified salesperson, but a very junior salesperson. If you look at the daily work record, you should have quite a lot of experience and lessons. Writing it out will be very good for you.
5. On the basis of understanding the process and characteristics of Taobao, an excellent salesperson can put forward a suitable marketing plan according to the actual situation, provide page views and turnover rate, and improve the popularity of online stores and brands. Only by expanding the network market share and increasing the market share can our company develop and progress continuously and our work will be more in place.
Extended reading:
The first model of online customer service work plan, your job, love your job, respect your job.
Customer service staff, I "don't make simple things simple". Treat everything at work, encounter complicated trivial matters, and work hard to do it; When colleagues need to take over, they can put down their rest and work plans without complaint, resolutely arrange the company and devote themselves to their work.
Second, study hard and keep pace with the times.
Theory is the forerunner of action. Xx grass-roots customer service staff, I realize that theoretical study is a task, a responsibility and a realm. Over the past year, I have studied hard, worked hard on theory, strengthened my thinking potential, paid attention to applying theory and combined with practice.
1, focusing on theory. In work, theory is used to solve practice, and the purpose of learning is more important than application. Have the potential of theory, understanding and solution, and improve the principle, systematicness, foresight and sex in the work. After coming to the company for three years, I pay attention to transforming theory into a scientific way of thinking, into a grasp of work, into a way of thinking about work, innovating, solving new problems, taking a new road, overcoming old-fashioned thinking, abstaining from "empiricism" and expanding my thinking.
2. Pay attention to overcoming laziness. Study according to system and planning theory. Don't treat theoretical study as a "soft indicator" and an extra burden; That is, according to the study plan, individual self-study, carry forward the "nail" spirit, squeeze the contradiction between study, work and study, not neglect study because of busy work, and not relax study because of heavy tasks.
In the future work, I will carry forward my present work, I will work hard, build a good relationship with customers at work, solve customers' problems with new services, and let me solve customers' problems with new services.
Work, do a line, love a line. I love my job very much. I will work hard for the development of the company in the future!
(a), choose the right person, choose the right agent for good activities.
4. Strengthen the front desk service, overcome rigidity and prevent the loss of customers.
5. Strengthen the development of key assessment areas, effectively develop users and improve equipment utilization.
All employees give full play to the team spirit, take sales as the center, focus on improving sales in all work, start the market in an all-round way and complete the sales task in an all-round way.
(2) Qi Xin makes concerted efforts to provide high-quality and efficient services.
With the continuous development of various businesses of xx Operation Department and the increasingly fierce market competition, service level has become an important condition for competing for customers. Therefore, in the first half of the year, we always put the improvement of service level in an important position.
Strengthen the maintenance of customer return visits, and pay return visits to key customers every week, among which 5 customers return visits 1~3 times a month, and the rest customers continue to return visits every month. Need to visit again, and has successfully completed the return visit materials issued by the city branch. According to the actual situation, we also distributed Yuanxiao and small gifts to more than three users during the Lantern Festival. Through the return visit, we strengthened the emotional connection with customers, publicized the new Unicom policy in time, understood the new needs of customers, and constantly improved our service. Patiently accept customers' inquiries and complaints in the usual work, and win customers' praise. We have established a new image of China Unicom through continuous service improvement.
Do a good job in retaining and maintaining off-grid users;
1. The sales staff at the front desk will detain the users who come to handle the network cancellation business.
2. Make timely telephone return visits to off-grid users, and keep pertinence according to the actual situation.
3. After obtaining the consent of the users who can't keep it, and issuing the certificate, sell the card number for the second time to reduce the off-line rate.
On-line customer service work summary model essay time is too thin, fingers are too narrow, and 20xx years have passed quickly. When I first came to the company, I may not have changed from the role of a student at once, and I am a little uncomfortable, but I am getting used to this rhythm. I have joined the customer service department of Hengli Company for more than half a year. In the past year, with the care, guidance and tolerance of leaders and colleagues, I have made some achievements in my work through my unremitting efforts, but there are still some shortcomings.
The customer service department is the bridge and information center of the management office, which plays a role in contacting the inside and outside, so colleagues in various departments should live in harmony, because the service level and quality of customer service personnel and the support of various departments at work directly affect the overall work of the customer service department, so the boss's requirements for each customer service personnel are quite strict, careful and professional. It is not enough to learn to do boring and monotonous work vividly, so the boss has done a good job in all aspects of training new employees, even the most basic ones. Personally, I just came to the company for training for a month and transferred back to Shaoguan. I felt that I had just learned the most basic fur of customer service staff, but I was later asked to go back to the company for another month. It was unnecessary at that time, but I felt a little behind when I came down.
At work, I will encounter problems that I don't understand at any time. Colleagues who are asked are very willing to teach and will not put on the airs of old employees. This is a relief for new employees. Of course, I will also meet some very tricky customers at work. As a customer service staff, I should first treat customers sincerely, treat customers as friends, sincerely provide practical and effective suggestions and help to customers, and listen carefully to their questions when giving advice to customers. Only in this way can we remain calm, carefully analyze and guide them, and put out the emotional anger of customers. To deal with such problems, we should not only master the basic skills of customer service staff, but also learn to improvise to avoid customers complaining more because of service attitude problems, so we should accumulate more experience in our work.
Seriously, sometimes I don't notice some details in my work. Maybe it's because I'm not careful, skilled or professional. Sometimes mistakes are inevitable in my work. I will try my best to overcome these shortcomings and hope to do better in the future.
Looking back on X years, the company overfulfilled its tasks with a little shortage of staff. It's a little hard for me to start a job, but I have gained growth and achievements. Thank you very much for giving me such a platform. Looking forward to next year, we are facing opportunities and challenges. To this end, I will continue to unite and cooperate with Qixin in next year's work to achieve departmental goals and contribute to the development of the company. 20xx is a brand-new year and a year of self-challenge. I will try my best to correct the shortcomings of the past year, do a good job in the new year and contribute to the development of the company. Here, I would like to express my gratitude to my colleagues who have always supported my work. Thank colleagues for their tolerance and patience, and thank the boss for his teaching at work and care in life. Without the company's training, I wouldn't have made progress now, although the progress is not obvious.
The growth and progress of the working ability of some employees in the company. Being a colleague gives me some sense of accomplishment and is also a spur to me. Continuous learning can make continuous progress. Every job my boss gives me is an opportunity for me to learn, and I will try my best to finish it. Time is always a cycle year after year, but time records all the advantages and disadvantages. In the new year, I will put all the experience I have accumulated in my old job into my new year's work. I will work harder to carry out my own work, strengthen the cohesion of the department, and strive for greater progress in the new year's work.