What are the job responsibilities of telephone customer service?
1, quickly grasp the company's new policies and new businesses, actively recommend the company's new products during telephone service, and urge customers to use the company's products;
2. Accept the business and customer complaint telephone number applied by customers, accurately record the complaint content, and timely generate electronic work orders for businesses that need assistance from other positions and forward them to the background group;
3. Communicate with customers through various channels (such as telephone, SMS, email, etc.). ) to achieve the purpose of service or sales;
4, do a good job in user consultation and complaint handling, do a good job in user's obstacle declaration and scheduling, and summarize and feedback user's suggestions and opinions;
5, answering the phone requires a mild tone, and the opening remarks are "Hello! Xx company ";
6, landline answering, promoting the company's products, not allowed to quote.
7. This hotline is specially opened for people who sell the company's products. If the phone call is from customers in various regions, directly tell the customer our residence and mobile phone number, or tell the customer that our company will transfer it to relevant departments for follow-up or other better methods;
8. Register the answer register and fill in the maintenance form. No matter whether the customer comes for consultation, maintenance or complaint, he should register in this book by telephone and explain the reason or handling situation.
9, daily statistics maintenance list, headquarters after-sales and use the license plate number written on the blackboard in the marketing department.
10, pay a return visit to the customers who returned the repair order (visit service attitude, product quality, reasonable price, etc.). ), and record the return visit register;
1 1. Track and handle the goods returned by customers and stagnation points.
two
1. Communicate with customers by telephone to complete customer information consultation;
2. Be responsible for answering customer consultation and after-sales questions by telephone;
3. Use the customer resources provided by the company to promote products to customers through telephone, email and instant messaging tools;
4. Be responsible for contacting and reflecting the customer's feedback to the technical department and other relevant departments for processing;
5. Complete outgoing calls and customer return visits on a regular basis;
6. Summarize and analyze the target customer base, provide follow-up services, and establish and maintain good customer relationships;
7. Manage customer information and update customer database in real time.
three
1, accept customer inquiries, record customer inquiries and complaints, and give customers feedback according to the corresponding process;
2. Be able to find the needs and opinions of calling customers in time, and record and report them.
3. Provide customers with complete and accurate solutions and information, solve customer problems and provide quality services;
4. Good work execution, and work or related operations are carried out in strict accordance with specifications and processes;
5. Share information with colleagues or supervisors, accumulate knowledge, and provide basis for process improvement;
6, one-stop solution to customer needs, to provide customers with a full set of consulting and X purchase services.
four
1, responsible for customer information verification and follow-up.
2. Be responsible for effective communication with customers, understand and tap customer needs, and facilitate customers to place orders.
3. Responsible for the customer's return visit, troubleshooting and after-sales work.
4, responsible for handling customer complaints, regularly report the complaint results, summarize and analyze customer complaints, suggestions and opinions, and put forward improvement plans.
5, complete other work assigned by the leadership.