Customer service staff will answer users' inquiries, complaints and requirements around the clock, which means that users can call 10086 at any time to consult and solve problems. As the job responsibility of 10086 customer service, customer service personnel need to accurately understand the user's problems or needs and provide relevant help and solutions. Common job responsibilities include answering the phone of user 10086 and actively asking the user's questions or needs.
They need to listen to users' questions patiently and provide accurate and clear answers. This may involve user account inquiry, package consultation, network setting guidance and so on. Customer service staff is also responsible for handling user complaints. They need to listen to users' dissatisfaction and complaints patiently and try their best to solve the problem. For some complicated complaints, customer service staff may need to cooperate with other departments to solve deeper problems and give feedback to users in time.
Other duties of customer service personnel.
Customer service personnel need to be familiar with various products and services of China Mobile, and be able to provide accurate opinions and suggestions for users. This includes the description of different packages, the introduction of activities and promotions, and the guidance on the use of Internet traffic. Customer service personnel need to update their product knowledge in time to provide users with the latest and most accurate information. In the process of communicating with users, customer service personnel need to record users' problems, needs and feedback in detail.
They need to record the user's information and processing process in time and accurately, so that they can go back and inquire when necessary. It should be emphasized that although 10086 customer service provides services 24 hours a day, there may be more telephone calls and processing pressures during peak hours, resulting in a relatively long waiting time. In order to provide a better service experience, China Mobile also provides a self-service platform, where users can inquire and handle business by themselves through mobile phone clients or web pages.