In customer service, we should embody the five foundations of "professionalism, dedication, respect, tolerance and understanding". This is also an important indicator to consider a qualified customer service staff.
It can be seen that the quality requirements for customer service specialists are roughly divided into two parts:
First, "hard" strength
1. Answer or take the initiative to call customers;
2. Handle the order in time and effectively, and ensure the accurate feedback of information;
3. Answer customers' questions;
4. Keep learning.
This aspect is the main business content in daily life, and it is usually not directly related to the company's specific engineering business. Customer service specialist does not require a good understanding of engineering technology, but must have a basic understanding. Its main function is to maintain the company's business operation and communicate with all parties to expand the company's business scope.
Second, the "soft" strength.
This is mainly reflected in five aspects: "dedication, dedication, respect, tolerance and understanding".
Essentially, it is mainly different from the engineering personnel of the company's main business. Customer service specialists serve people, not concrete inanimate and emotional objects. This requires customer service specialists to exert their subjective initiative around the characteristics of human nature and mobilize customers' humanity with their own humanity, so as to incite the resources mastered by customer groups to collectively create benefits for the company.
Three. Examples of job responsibilities of customer service specialists in various industries:
(1) Responsibilities of Customer Service Specialist (Agricultural Company)
1. Preservation, recording and archiving of customer service information.
2. According to business needs, cooperate with business personnel to do a good job in customer service and analyze business-related data every month.
3. In line with the attitude of being responsible for customers and the company, answer customers' inquiries and complaints seriously and patiently, consult relevant personnel in time and give feedback to customers if there are any unclear places.
4. Be able to design simple web pages and process pictures independently.
(2) Responsibilities of Customer Service Specialist (Network Technology Department)
1. Answer the phone, handle the questions raised by customers and reply.
2. Coordinate the processing results of feedback from various departments and communicate with customers.
3. Collect frequently asked questions and feedback from customers.
4. Maintain customer data, help and manage customers.
(3) Responsibilities of Customer Service Specialist (Mechanical and Electrical Engineering Company)
1. Communicate and negotiate with customers.
2. Collect customer information and needs.
3. Business contact with relevant departments.
4. Handle related business.
(4) Responsibilities of overseas customer service specialists
1. Responsible for contacting domestic delegations and assisting in making plans for domestic official and business visits.
2. Receive foreign delegations and organize and coordinate overseas exhibitions.
(5) Job Analysis Table of Customer Service Specialist in Call Center of Shipping Company.
It can be seen that although the business contents of all walks of life are varied, the requirements for customer service specialists are essentially the same.