The online time of manual customer service is: 8:00-23:00 every day.
Customer service responsibility
Answer the technical flow of each brand, and answer customers timely and accurately according to the knowledge base. Provide standard services to customers;
Quickly grasp the company's new policies and new business, actively promote the company's new products in the process of telephone service, and urge customers to use the company's products;
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;
Assist to sort out the training materials in the group and coach the junior customer representatives. Participate in various trainings to improve overall quality. Participate in various team activities and support team building;
For problems or materials that are not in the database, record the contents of the problems and submit them to the deputy manager on duty for forwarding to the business group. Collect mobile business information timely and accurately, study mobile business knowledge hard, assist in collecting customer demand information, and put forward suggestions for improving service work;
Communicate with customers through various channels (such as telephone, SMS, email, etc.). ) to achieve the purpose of service or sales;
Do a good job in user consultation and complaint handling, do a good job in user obstacle declaration and scheduling, and summarize and feedback user opinions and suggestions;
Fill in the shift change diary carefully and hand over the unfinished and unresolved problems to the next shift;
Keep good contact and communication with all departments;
Check the operation of the computer regularly, and report the maintenance and troubleshooting in time.
Extended data:
quality requirements
To be a qualified customer service staff, we should have strict work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patiently explain to customers and listen to their opinions with an open mind.
First, a warm and serious attitude
To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.
Second, skilled business knowledge.
Should have skilled business knowledge, and constantly study hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as business inquiry, business handling, complaints and suggestions. Let customers achieve better satisfaction in their due services.
Third, answer questions patiently.
The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. When you encounter problems that customers don't understand or can't explain, you should wait patiently, never do it again until customers are satisfied, and always keep the promise of "turning smiles into voices and bringing sincerity to customers". In this way, we can better improve ourselves.
Fourth, reasonable communication and coordination.
Communication ability, especially effective communication ability, is the basic quality that a customer service staff should have. Customer service is the work of dealing with customers. Listening to customers, understanding customers, inspiring customers and guiding customers are the basic skills when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.
References:
Baidu encyclopedia-customer service