What does e-commerce customer service mainly do?

E-commerce customer service is the first-line business acceptance personnel who carry customer complaints and accept orders (adding, filling orders, exchanging goods, canceling orders, etc.). ), participate in customer surveys and directly contact customers through various communication channels.

As a bridge connecting the preceding with the following, customer service also shoulders the heavy responsibility of passing customers' suggestions to other departments in time. Such as: customer's suggestions on products, feedback on online ordering operation modification, etc.

Extended data:

E-commerce customer service can be divided into online customer service and voice customer service. Independent B2C companies generally do not set up online customer service, while C2C shopping market is dominated by online customer service. According to business functions, it can be divided into pre-sales customer service and after-sales customer service.

For an e-commerce, the goods that customers see are pictures and text descriptions, and they can't see the merchants themselves or the products themselves, so they can't understand all kinds of actual situations, so they often have a sense of distance and doubt.

Baidu encyclopedia-e-commerce customer service