What is Taobao customer service?

Question 1: What does Taobao customer service do? Taobao customer service mainly receives customer inquiries. You asked the seller questions on Want Want and were received by Taobao customer service. In addition, Taobao customer service may also deal with some in-store bad reviews, express inquiries and other after-sales issues. Customer service work in each store is not necessarily the same. Search for the recruitment of Taobao customer service on the worry-free future, and you will understand it at a glance.

Question 2: What does Taobao customer service mean in Taobao? The work classification of customer service department is: pre-sale-sale-after-sale-bad review-supervisor-manager, and the authority is increasing in turn, and the manager is the store manager.

Pre-sale: responsible for receiving customers, answering customers' questions and guiding customers to buy treasures. Don't think typing is easy. Actually, it's handmade, which usually hurts the knuckles. The main assessment indicators are reception volume and conversion rate. The lowest authority. In principle, you can't erase zero. If you have to wipe it, the amount is about1100 of the order, and you can only wipe it two or three times a day. If a big customer wants a discount, he should apply to the supervisor.

If you don't count the commission, the income is the lowest in customer service (my previous store didn't count the commission, and only rewarded the top few hundreds times a month, which is still not as high as after-sales/poor customer service). The only advantage is that as long as you don't scold the buyer, you won't make mistakes.

Sales: The main job is to check parts and deal with problem orders. Check the documents, including answering the customer's parcel destination, handling overtime delivery, delivery outside the area, changing the address halfway, losing the parcel, etc. Generally, QQ is added for express customer service. They have their own internal system with very powerful information and functions, and most problems can be directly sent to express customer service.

What is more annoying is dealing with the problem order. The problem orders include: the same Want Want took several orders with different addresses, the address is unknown, the address is out of range, the baby is out of stock, the postage conditions are not met, the buyer is not satisfied with the message, and so on. The problem order will be extracted and summarized from the background by a special person, and then a form will be sent to the seller every 2~3 hours. The table is divided into 7~9 categories according to the types of questions.

Question 3: What is the responsibility of Taobao customer service? Whether it is pre-sales customer service or after-sales customer service, it is nothing more than providing services for buyers.

Question 4: What does Taobao customer service need to know? 1. Only communicate with customers through Want Want, not through other tools such as WeChat QQ. If you reach an agreement with the customer by phone, you need to confirm it on Want Want.

2. When customers come to consult other orders, please don't send them directly (6 points will be deducted for revealing customer information), so that customers can use Buy Want Want for consultation and communication.

3. The customer asks for the invoice and tells him that the company supports it.

4. Exchange needs to receive the goods sent back by the customer, and then exchange the goods. Ask the customer to send the returned courier to the customer service so as to track the courier.

5. The buyer asks if there is any cashback, but can't say there is cashback.

6. Did the buyer ask if you have JD.COM? Reply to the customer. I am only responsible for other platforms of Tmall for the time being. I'm sorry, honey.

7. When the customer inquires about the exchange and return of goods, first check the number of orders and when they were purchased, and then tell whether they can return the goods (note that if they are washed, they will not be returned).

8. Before transferring the price difference to the customer, ask the customer to confirm the receipt.

9. Orders from Hong Kong, Macao and Taiwan only accept SF payment. Inform the customer that there is no reason to refuse to return the goods, and the postage shall be deducted, and the rejected goods shall be returned upon receipt. The customer requests to make up the difference, inform the corresponding amount, and then send it to SF for payment.

10. Address of non-delivery transshipment warehouse (such as Tong Yuan transshipment warehouse in Yiwu, Zhejiang)

1 1. The buyer asked if the size could be worn, pilling and fading, and the customer service reply could only suggest the size. Don't guarantee that the buyer can wear it. Reply to the buyer's normal washing without pilling. Remember to dry clean it.

Question 5: What is Taobao customer service? What is also called taobao guest? It means the same thing. Not the same thing,

Customer service refers to the staff, the seller who sells your things, who will help you answer any questions you don't understand.

Customers are people who receive services and buy things.

I hope it helps you.

Question 6: What is the specific work content of Taobao customer service? Do you do Taobao customer service?

Question 7: What does Taobao customer service need to do? 1, familiar with the product, understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently.

2. Receive customers. As mentioned above, how to recruit online shop customer service has already been mentioned. As a customer service guide, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store.

There are two main ways to realize customer reception. One is to communicate with customers by using instant messaging tools such as Ali Want Want and QQ. The other is to answer customers' calls. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like Wangwang.

3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now, it is very convenient to synchronize the inventory data on the page by using the special browser for Taobao sellers: Indiana Jones, an online shop.

4. The customer sends a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.

5. Modify the comments. Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed. Under normal circumstances, the default is to use a small red flag as a note, and write the reason for the modification, the manual number and the modification time in the note, so that the modified place can be seen at a glance, and the online store housekeeper can directly grab it when placing an order.

6. Delivery notice. After the goods are delivered, sending messages to customers by SMS to tell them that the package has been delivered can also increase customers' goodwill towards your store. For customers who have not paid for the goods, if they want to go online, they can send a message to customers in the afternoon saying that the order will be closed soon. If they pay now, they can deliver the goods today. It's called a reminder. For customers, some customers may forget to pay after placing an order, and then forget it slowly. Please remind him a little, remind him. In this case, it is equivalent to pulling another customer. For those customers who don't intend to buy, but just take orders on impulse, they can close the order manually, although Taobao system will automatically close at that time, which is convenient for other colleagues to work. The order of repetition is similar to this method. The key is to contact the customer and ask about the purchase intention.

7. Cash on delivery order processing. It's a good thing for sellers to open the function of cash on delivery on Taobao, but many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, the price is more expensive than that on the website, and they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the courier, but if the customer thinks you are cheating him, you may lose a group of customers, so. If you buy ... >>

Question 8: What basic knowledge does Taobao customer service need? 1. Familiar with the product: Learn about the product. For Taobao customer service, it is the most basic job to be familiar with the products of your store. Taobao customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Therefore, it is necessary to know the characteristics, functions and precautions of the product like the palm of your hand in order to answer all kinds of information about the product put forward by customers fluently.

2. Receiving customers: As a customer service guide, it is best to be enthusiastic and flexible. Then an excellent Taobao customer service should not only know how to receive customers well, but also guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: the price of baby is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store. When receiving customers, some necessary greetings, customer consultation and answers, bargaining processing, delivery time and other necessary telephone contact with buyers.

3, cash on delivery order processing: online shopping, many buyers do not know the meaning of cash on delivery, directly choose cash on delivery. When receiving the goods, the price is more expensive than the website, so most buyers will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay a little more for express delivery, but if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for Taobao customer service, as long as you see the order of cash on delivery, you need to contact the buyer immediately, tell them that the price of cash on delivery is a little expensive, and confirm whether the customer needs cash on delivery. If the buyer agrees to cash on delivery, he can write a delivery order, otherwise he needs to place a new order. Let Taobao customer service call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low.

4. Customer evaluation: After the transaction is completed, remember to write a comment to the customer, which is an opportunity to advertise to the store for free.

In the process of bad reviews, many friends were made to cry by this credibility. However, it is not impossible to handle bad reviews. As long as you find bad reviews, you should communicate with customers quickly and see what causes them. Customers will not give you bad reviews for no reason. First of all, we should understand the situation and then solve the problem. Ordinary customers will modify your evaluation. Of course, some buyers now get improper benefits through malicious bad reviews. In this case, the customer service is not helpless. First of all, as an excellent Taobao customer service, the most important thing is empathy. Put yourself in the customer's shoes, consider the interests of the company, and think from the customer's standpoint to maximize customer satisfaction.

Question 9: What is the workflow of Taobao customer service in Taobao shop? Nothing special. Generally speaking, it is pre-sale, receiving customers-solving problems-prompting to follow up the logistics situation when ordering-sales, solving some impatient customers' complaints about logistics-handling customer returns after sale, explaining supplementary products, etc.

Question 10: What are the main daily duties of Taobao customer service? Taobao customer service daily work content:

1. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers, and conclude the transaction.

(1) is responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

(2) Responsible for effective customer management and communication.

(3) Responsible for establishing a customer service team and training customer representatives and other relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

(6) Responsible for organizing after-sales service of the company's products.

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

2. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

3. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal.

(1) is responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

(2) Responsible for effective customer management and communication.

(3) Responsible for establishing a customer service team and training customer representatives and other relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

(6) Responsible for organizing after-sales service of the company's products.

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

4. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.