1. Customer consultation: Customer service representatives need to answer passengers' inquiries about air ticket reservation, flight information, baggage regulations, meal service, etc. By phone, email, WeChat.
2. After-sales service: customer service representatives need to provide after-sales service to help passengers solve problems such as refund and change of tickets, and ensure that passengers' rights and interests are protected.
3. Statistics: Customer service representatives need to make statistical analysis of the data in the customer service center, find problems, sum up experience, and provide reference for the improvement of customer service.