What does a telecom work order handler do?

The telecom work order handler is responsible for handling the advanced problems submitted by the front desk customer service. Instead of directly answering the customer's phone calls, he mobilizes and utilizes the capabilities and resources of various departments to form solutions, ultimately solving customer problems and maintaining and enhancing customer relations. Reasonable working hours, more meaningful and challenging job responsibilities, perfect salary and benefits, and stronger motivation.

Job responsibilities:

1. Interpretation and consultation of telecom product business problems.

2. Coordinate, handle and reply the questions submitted by the front desk customer service, and help support relevant departments to solve the problems.

3. Customer data input, modification and audit.

Extended data:

Work order system business processing flow:

1. A customer support employee receives a phone call or a transaction submission request (which may be submitted on a web page or sent by email), and its content is about a specific problem. Some work order systems provide automatic responses and reminders.

2. The service personnel confirm the authenticity of the problem and collect all the information about the problem from the customer through the work order system or telephone. And get some necessary information of users.

3. Service personnel create problems in the work order system, or customers automatically create problems in the system by submitting work orders, and input all relevant information about the problems.

4. During the processing, the work order will go through several states until the problem is solved, and the content of the work order will be updated accordingly with the progress of the problem processing. And a corresponding reminder will be sent to the requesting customer.

5. After the work order is resolved, it will be marked as resolved in the system, and it will be used as the archive of customer and user transactions for subsequent tracking and reference.

Baidu Encyclopedia-Work Order System