Customer Service Job Description Standard Template [Full Edition]

Every post has its own job responsibilities, and customer service is no exception. Do you know all the job responsibilities of customer service? The following is what I have compiled for you: "Standard Template of Customer Service Job Description Full Edition", for reference only. If it helps you, welcome to read more wonderful articles.

Customer service job description standard template full version 1 job responsibilities and specifications

Purpose:

Let customer service representatives know their job responsibilities, as well as the norms and systems that should be seriously implemented, so that their work can be successfully completed under certain systems and norms.

Article 1 Service tenet

Service and quality coexist, solve customers' worries and build the company's integrity brand.

Our goal: to create first-class digital education products with customers.

Article 2 Service objectives

Existing, emerging and potential target customers.

Article 3 Service concept

Enthusiasm-Treat your work, customers and colleagues with full enthusiasm.

Dedication-dedication to work, due diligence, so that dedication becomes a professional habit.

Diligence-You should be diligent, hardworking, responsible and conscientious in your work.

Innovation-Committed to continuously optimizing and innovating working methods and contents to improve efficiency.

Obedience-you should obey the instructions and work arrangements of your superiors and finish the work on time.

Article 4 Quality requirements of customer service personnel

(1) experience: have customer service experience, understand customer needs, and be familiar with enterprise operation mode and service channels;

(2) professionalism: self-restraint, courtesy, high and comprehensive knowledge, strong learning ability, and quick acceptance of new product knowledge;

(3) Communicative ability: strong language skills, knowing when, where and where to express in what language, knowing how to deal with certain relationships, having certain personality charm, having a good first impression and giving customers a sense of trust;

(4) adaptability: flexible mind, strong on-site adaptability, able to actively control topics and properly solve problems;

(5) Window image: good image, good temperament, neat appearance, decent words and deeds, and the demeanor of corporate image representative and product spokesperson;

(6) Work attitude: enthusiastic, proactive, able to serve customers in time, regardless of personal gains and losses, with dedication.

Article 5 Responsibilities of customer service representatives

(1) Responsible for customer consultation and answering in various business fields;

(2) Responsible for product introduction, demonstration and customer service;

(3) Responsible for customer telephone call back, follow up and handle customer complaints;

(4) Responsible for making work logs, weekly reports and monthly reports, and timely counting, analyzing and reporting feedback information;

(5) Complete other tasks assigned by superiors.

Article 6 Post specifications

(1) customer service representatives should always maintain a good mental state and gfd, and be serious, patient and responsible;

(2) Be enthusiastic when answering customers' phone calls, use professional terms, seriously answer customers' questions, have confidence in your own business, and don't make exaggerated promises to customers;

(3) Be familiar with the company's products and services, fully understand the details of customers, and promptly solve problems for customers in strict accordance with the relevant regulations of the company;

(4) The customer service representative represents the image of the company, makes clear the real reasons of customer complaints and the solutions they want, pays attention to the skills of language communication, and must not argue with customers or do anything harmful to the interests of the company;

(5) When the customer service representative receives a customer complaint or complaint, he should take the initiative to apologize to the customer and properly handle it, and report to the company according to the seriousness of the case;

(6) According to the daily work situation, the customer service representative will register the different situations fed back by customers in detail in the form of work logs, and report the special customer situation to the department head (or the person in charge of the center) every month and report the work summary;

(7) Strictly abide by the rules and regulations of the company and the workplace, go to work on time, and do not engage in things unrelated to work during working hours. If found, it will be punished according to the company's management regulations.

Customer service job description standard template full version 2 1, customer service code of conduct

Good customer service is the image representative of an enterprise. What qualities do you need as a customer service staff?

1, good psychological quality

2. High personal accomplishment.

3. Good service concept and professional outlook.

4. Understand service and marketing.

5. Be able to put yourself in the customer's shoes and have the spirit of sacrifice.

6, when the interests of the enterprise and customers conflict, can calm down and coordinate to deal with related matters.

The work of logistics customer service is generally complicated, including inspection, inspection, claim settlement, invoice, business consultation and complaint suggestion. In these six sectors, the proportion of inspection, money inspection and claims settlement is relatively large. In today's Internet, the online ordering business has gradually begun to continue, so our service is not limited to telephone consultation business, and we must learn to accept it in the network customer service group, enterprise internal group and customer mobile phone WeChat terminal.

How to accept the business segments and communication skills of these three parties?

1, accepted by telephone. When answering the phone, no matter how impatient or angry the other person's language is, as a customer service staff, we must learn to change our minds with different people, so that customers can divert their attention and ease the atmosphere, which may be more conducive to the negotiation and settlement of things. No matter how tough and impatient the other person is when answering the phone, sometimes saying hello and saying sorry can easily calm the other person's tone. As a customer service staff, the most taboo behavior is to scold the customer or quarrel with the customer, or even simply hang up the customer's phone or put the phone aside, so that the customer's problem can not be solved.

Solve. Or simply pass the buck: this is not my responsibility, nor can I do it. You should go to a department, a network or a person in charge. And give customers a feeling of shirking responsibility and snowballing, which is often difficult for customers to accept. Customer service personnel and internal personnel establish a coordinated relationship, and external consistency is a cooperative relationship, so as to make the business go better. As a customer service staff, we should know how to be calm between words and deeds, handle problems calmly with good personal cultivation, feed back the problems that customers want to solve and help to relevant departments in time, and solve problems for customers as quickly as possible to prevent undesirable phenomena.

Second, the enterprise internal groups and customer groups

The internal group of an enterprise is a collective group, and the attitude of customer service often gives people a positive or negative emotion, including the idea of the development of the enterprise itself. As a customer service staff, you must do what you say to the internal group and external customer group, do not complain, do not be negative, face the unpleasant things that happen in customer service with a smile and positive emotions, and bring positive energy to the enterprise as much as possible. Therefore, employees are encouraged to pay attention to language expression and communication skills in internal groups.

Customer group, in view of customers' online questions about goods or money, can inquire about the whereabouts of goods or money through related systems or financial management systems, and reply to customers in time. If in doubt, please contact the commodity inspection department, the claim department or the collection specialist for help. Maximize effectiveness. Of course, customers also need to use: hello, thank you, goodbye, glad to serve you or can I help you? Pay attention to the use of polite expressions. The same is true for accepting the business of mobile phone WeChat client.

The working hours of customer service must be able to ensure telephone communication and network acceptance at the same time within a certain period of time. The customer's phone must be answered within 3 minutes, and the network acceptance is also answered at the fastest speed, instead of the customer asking: Why hasn't the payment for my order number 12345678 been received for half a month, and no one has said anything for a long time.

Why can't the customer receive the payment within 15 days of delivery?

1, the inquiry system confirms the normal arrival of the goods. If the payment has been received, it inquires the relevant information of the specific delivery (time,), and then replies the specific date when the customer can receive the payment. Is it because of holidays or other factors, including the fact that the customer's single number does not match the account number, and it cannot be recorded normally, and tells them the solution. Reply to customers and make them satisfied.

2. When the goods are damaged or lost and there is an abnormal claim, the customer shall be informed truthfully. The specific claims plan is negotiated with the claims Commissioner, and the customer service plays a communication role.

3. For the business consultation and delivery order section, it is equivalent to the window of enterprise marketing, so you must be familiar with all the outlets operated by the company and their related information. Of course, for those businesses that have no transportation authority and belong to special transportation products, we need to measure them before we can reply whether customers can undertake them. How much is the specific fee?

For products that customers need to quote or even pick up at home, we not only need to know the customer's relevant order information, specific contact information and products, but also need to quote the specific outlets to which the products are sent, the distance between the pick-up address and the headquarters, the distance from the destination outlets, the product performance, packaging, whether the goods are heavy or light, and the required models. , and quote a reasonable price, customers can accept, our company's business is also profitable. This requires familiarity with specific business skills.

Customer service department mainly includes inspection department, customer service department and claims department.

Inspection department: mainly responsible for the inquiry and tracking of goods, including the proof of damage and discrepancy of goods. After receiving the specific order number and articles inspected by the customer, the customer service staff directly fed back to the inspection specialist, who assisted them to confirm the whereabouts of the goods and finally returned them to the customer. Among them, customer service plays a role in linking departments.

Claims department; In case of loss or discrepancy of goods that need to be settled or handled within a certain period of time, the customer department will feed back relevant information to the claim Commissioner when the customer inquires about specific compensation matters, and the claim Commissioner will negotiate with the customer for handling.

Customer Service Specialist: Make a record of the problems reflected by customers, problems that need to be solved and some complaints and suggestions caused by internal operation problems every day, and directly hand them over to relevant departments for handling, so as to solve the problems quickly.

The customer service department, which consists of inspection department, customer service department and claims department, must learn to communicate and coordinate in real time and establish a good team, which is more conducive to the development of enterprises.

Customer service job description standard template full version 3 19: 00 shift on time, online on time.

(2) Make customer inquiries and guide customers to buy our products.

Familiar with product information. Proactively explain the size, color, style, quality and precautions of the product to customers, and whether there is a price.

Communicate with strangers actively, be bold and enthusiastic, and don't be afraid of being rejected by others.

Promote our stores and products, let more customers know about us and expand their influence.

Including the major portals, Taobao's TaoJianghu and other reply posts.

On the basis of understanding the process and characteristics of Taobao, this paper puts forward a suitable marketing plan according to the actual situation, provides page views and transaction rate, and improves the popularity of online stores and brands.

(4) familiar with online trading process, quick operation. For example, arrange the shelves of products, describe our products and commodities, process orders, modify prices, arrange delivery, print delivery orders and express delivery orders, and so on.

After the buyer pays, be sure to confirm the address and contact information with the buyer. And you can ask the buyer if the express delivery can arrive.

After confirmation, after we have prepared the goods, we will clearly inform the buyer when the goods will be delivered. And please rest assured that the buyer will provide them with the single number and delivery company.

⑥ Cooperate with the after-sales department and the delivery department to explain the precautions and remarks of the order, and immediately transfer the customer to the after-sales department for handling after receiving the after-sales inquiry.

⑦ Sometimes customers take pictures of goods, but they are not necessarily in a hurry. At this time, online customer service can follow up in time and urge buyers to pay in time by asking about remittance methods.

Customer service job description standard template full version 4 Job responsibilities:

1, responsible for the company's front desk reception and telephone transfer;

2. Send and receive faxes, copy documents, send and receive letters, newspapers, documents, etc. ;

3. Responsible for student service;

4. Keep the front desk, office area and classroom clean and tidy;

5. Summarize students' situation and connect with relevant departments;

6. Handle class registration, succession and other related procedures for students and make summary records;

7, other work assigned by the leadership.

Requirements:

1. Education: College degree or above, major in secretarial, administrative, English and related fields is preferred;

2. Knowledge: Mandarin standard, familiar with the front desk workflow, and skilled in using various office automation equipment;

3. Experience: experience in front desk and administrative assistant is preferred;

4. Ability: Good communication and coordination skills;

5. Skills: Skillful use of office software such as EXCEL and WORD;

6, literacy: good image temperament, cheerful personality, handsome appearance, warm-hearted, enthusiastic, meticulous, patient;

7. Please attach a recent photo when submitting your resume.

We offer you:

1, five insurances and one gold;

2. One-on-one training+vocational skills training+knowledge training;

3. Staff travel+staff gathering+irregular activities+outward bound training;

4. Rich corporate cultural activities and a relaxed and happy working atmosphere;

5. National statutory holidays and paid annual leave;

6. Broad development space and generous treatment.

Customer service job description standard template full version 5 1, Taobao customer service daily work

1. Take over customers who come to consult, guide customers to place orders and complete sales performance;

2. Check the background orders in time, deliver the orders that have been placed in time, and verify the customer's receiving address;

3. Deal with the after-sales problem of the store and reduce the refund rate;

4. Feed back the store backstage orders to the store operation and adjust the operation strategy in time;

5. For customers who have not placed an order, conduct further consultation and record the customer's scruples so as to face them calmly in the next sales;

6. Maintain old customers. Keep in touch with the old customers of the store and send greetings at activities or holidays to improve the repurchase rate of the store.

Second, Taobao customer service basic ability requirements

1. Excellent professional ability: I am very familiar with the products of the store, so that when customers come to inquire, they can quickly solve their concerns.

2. Modest attitude and friendly tone: Modest attitude will narrow the distance between sellers and customers, and also make customers feel a pleasant shopping atmosphere, which is convenient for word-of-mouth communication in stores.

3. Fast typing speed: this is a hard requirement. Generally, the reply to customer questions should be controlled within 5 minutes. If the time is too long, it will greatly reduce customers' shopping enthusiasm and lead to customer loss.

4. Treat customers sincerely: never exaggerate the effect of products, which will do great damage to the store; On the contrary, a sincere description will be understood by customers.

Taobao customer service is a job that needs to be done with heart, and it needs customer service to be emotionally stable and thoughtful. Customer service plays a great role in the sales performance of the store.