What department should the operator be in?

What job category does an operator belong to?

You can try keyword searches such as customer service, customer service, call center, etc.

What questions are asked in operator interviews

Operators are actually very simple. First, they have a nice voice, second, they can be scolded, and third, they are smart and eager to learn. Then they basically meet the requirements.

As for academic qualifications, there are generally no requirements, unless it involves advanced technical operators. Generally speaking, the only requirements are to have a good attitude, answer customer questions, write down customer complaints, and then forward them. Just go to the corresponding department.

Of course, if you want to be more confident, you can learn about the history of mobile and the development of local mobile. You should also try to understand the meaning of some proper terms such as GSM 3G to avoid being left speechless when asked. When my classmates applied for mobile senior management, they also asked about the company's impression and future forecast planning. Think about these questions yourself, maybe it will give people the impression of being good at thinking.

Anyway, the interview is not too difficult. Just make more preparations and show your talents to the leaders.

What positions are there in this department of the Mobile Customer Service Center, except for the operator?

Take Sichuan as an example

Except for the CEO, the overall structure of the entire customer service center is as follows:

General Department, Operations Management Department, Service Guarantee Department, Telephone Department 1 and 2, Project Operation Department

General Department: Mainly manages the entire comprehensive affairs of the center (employee care, etc.)

Operations and Management Department: Mainly responsible for connection rate indicators and related issues (traffic coefficient, connection rate, staff utilization rate, whether recruitment of personnel is needed, traffic analysis, etc.)

Service Guarantee Department: Mainly responsible for business sorting, service quality management, personnel training, knowledge base construction, customer complaints, crisis management, etc.

Telephone Department 1 and 2: Chengdu hotline belongs to Telephone Department 1, and Leshan hotline belongs to Telephone Department 1 Second Department of Affairs. The main responsibilities of Telephone Department One and Two are responsible for customer telephone traffic, monitoring service quality, on-site management, etc.

Project Operation Department: Mainly responsible for 12580 and 12530990 and other related issues (this department is relatively independent, including quality management, business Sorting, etc.)

Only the first and second telephone departments and the project operation department have telephone operators (levels 1-3), which are front-desk positions. The rest of the job types and categories are back-office positions (levels 4-5). In addition to operators, back-office positions include on-site management, quality specialists, controllers, complaints assistants, knowledge specialists, business planning, quality improvement, operations assistants, demand assistants and other positions. Employees with rank 5 and below are employed by the company, and positions with rank 7 and above are regular employees of the company.

What department does customer service belong to?

Chinese companies are paying more and more attention to customer service. This is a trend and an inevitable process in the development of market economy. However, the author believes that there are problems with the positioning, functions, processes and understanding of service personnel of most Chinese companies' customer service departments, which may restrict the further development of the companies. This article focuses on the positioning issue.

First of all, many companies define the customer service department as the service window of the company, the department that directly contacts customers (some are even the only department), and most of the customer service departments mainly rely on service The hotline provides customer service, so it is easy to equate a company's customer service with the service hotline, as if customer service is a small department of the hotline. There is no big problem with this positioning on the surface. It seems that it should be the business of the customer service department. This creates a potential problem that other departments of the company do not pay attention to customer service. In fact, customer service is by no means the responsibility of one department. If other departments can pay attention to customer service and handle service issues that should be within their own scope of responsibilities, this will greatly increase the professionalism, effectiveness, pertinence and sense of responsibility of the service. Make an enterprise's full service awareness reflected.

Second, at present, the customer service department in the enterprise is responsible for the direct task of customer service. What are the service standards? Who will set them? The responsibility also falls on the customer service department itself. In other words, the customer service department is not only a player on the football field, but also a coach and a referee; it performs actual operations, monitors and guides itself, and sets service standards for itself and judges the pros and cons. Such positioning is obviously confusing, irregular, and has big problems. Unfortunately, many companies have not realized this yet.

So, how should the customer service department be positioned in an enterprise? The author believes that an enterprise should set up a very authoritative and prestigious customer service department. This department is the standard setter of the enterprise's customer service and is also the evaluator (it can use a third party). Its responsibility is to target all aspects of the enterprise. The department formulates service standards, specifications, processes and information transmission models. This standard is targeted, specific and quantifiable. At the same time, this department is responsible for supervision and inspection, assessment and implementation, and evaluation and improvement, just like in the military. The military police are supervising the military discipline of the soldiers. The result of this is that customer service is no longer a matter of one department, but a matter of all employees. The customer service department is the setter of standards and a referee, not an athlete.

So, who will manage the original customer service work, especially the service hotline? The author strongly recommends that the service hotline should be uniformly managed by (or returned to) the marketing department, because the service information and opinions obtained through the hotline are one of the important basis for expanding the market, and are uniformly arranged by the marketing department, so that proactive services can be carried out extensively With active marketing activities, the shortcomings of difficult management of the two departments are avoided.

In fact, Chinese companies, especially far-sighted well-known companies, have begun to plan and implement this way. The customer service department of a well-known home appliance company has formulated a full-service manual to guide employees in all positions of the company how to step by step To do a good job in customer service, a certain communications group company has set up a special customer service standard-setting department to formulate corresponding service standards for different departments.

***What kind of position is a hotline operator?

Contract workers should not be of the same nature as civil servants. The key is to look at the recruitment process. If it is not included in the annual civil service recruitment examination, this kind of job will definitely follow the general recruitment route, which is not so strict.

What are the basic requirements for an operator?

I think the basic requirements for operators are (1) Loving their job, being dedicated to their job, and being loyal to their job. (2) Be proficient in business technology and ensure service quality. (3) Be polite, respect users, provide enthusiastic service, and be patient and considerate. (4) Observe communication disciplines and strictly keep communication confidentiality. (5) Abide by laws and regulations, produce in a civilized manner... There are many more, you can go to the technician website to look for them! Hope this helps!

What exactly does a switchboard operator in a hotel do and how to do it

Job title: Switchboard operator

Direct superior: Secretarial Department

Responsible object: The work of the company's telephone switchboard

Work goal: Ensure the normal operation of the company's telephone communications

Powers and responsibilities:

·Responsible for the company Management of the telephone switchboard;

·Responsible for the company's telephone transfer;

·Responsible for the normal inspection and maintenance of the telephone switchboard mechanism;

·Responsible for the telephone switchboard Daily maintenance work;

·Installation and inspection of company telephone lines;

·Be courteous and courteous when answering the phone;

·Private use is strictly prohibited Chat on the phone;

·Troubleshoot in time to ensure smooth communication;

·Declar and purchase spare parts for maintenance in a timely manner;

·Responsible for the statistics of telephone charges;

·Be fully responsible for the work in charge;

·Be familiar with the use of telephones.

Switchboard Attendant Standards

Switchboard Operator

[Job Responsibilities]

1. Obey the work arrangements of the Assistant Lobby Manager and strictly follow the regulations The service workflow provides guests with quality service.

2. Stick to your job and transfer every call politely, enthusiastically, accurately and quickly.

3. Strictly implement fire safety and confidentiality systems and keep communication secrets.

4. Provide wake-up calls and message services to guests seriously, carefully and accurately.

5. Be familiar with the telephone codes of major international and domestic cities and regions, and memorize the city’s emergency repair, first aid, fire alarm and foreign-related unit common telephone numbers and other inquiry information to satisfy customer inquiries.

6. Know the names of leaders at all levels of the hotel, be familiar with the phone numbers of various hotel departments and service facilities, and provide various inquiry services at any time.

7. Keep the computer room tidy, maintain the equipment in good condition, and do daily cleaning and maintenance work.

8. Responsible for communicating with various hotel departments, extensively soliciting and listening to the opinions of guests and departments, promptly studying and solving work problems, and continuously improving work.

9. Strengthen cost control, be responsible for the management of the use of property and equipment in the computer room, and assist the front desk supervisor to prepare three-level accounts to ensure that the accounts and items are consistent.

10. Keep duty records and abide by the shift handover system.

Be familiar with the work content of each shift

Morning shift

(1) Read the shift handover book, sign and hand over the health inspection form.

(2) Learn from the night shift staff about the implementation of the wake-up service, especially manual wake-up for VIP guests, and understand the DND (Do Not Disturb) situation.

(3) Continue to provide manual wake-up call service for VIP guests.

(4) Make a make-up call for rooms that have not received wake-up calls printed out by the computer.

(5) Understand the VIP guests of the day, be familiar with the VIP’s name, identity and room number, and understand the weather forecast of the day.

(6) Handle normal traffic work.

(7) Arrange for taking turns to have lunch.

(8) Record the contents that need to be handed over in the shift handover book.

(9) Shift handover.

Mid-shift

(1) Read the shift handover book, sign and hand over the health inspection form.

(2) Ask the morning shift staff about call transfer and DND (Do Not Disturb) conditions.

(3) Get to know the VIP guests of the day, familiarize yourself with the VIP names, identities and room numbers, and understand the weather forecast of the day.

(4) Understand the situation of guests leaving messages when they are away.

(5) Handle the unfinished work of the morning shift.

(6) Handle daily telephone traffic.

(7) Arrange for taking turns to have dinner.

(8) Accept the next day’s wake-up service request and register it in the "Wake-up Record Book", and then input it into the scheduled wake-up machine according to different wake-up times.

(9) Record the contents that need to be handed over in the shift handover book. Shift handover.

Night shift

(1) Read the shift handover book, sign and hand over the health inspection form.

(2) Ask the mid-shift staff about call transfer and DND (Do Not Disturb) situations.

(3) Understand the VIP guests of the day and be familiar with the VIP names, identities and room numbers.

(4) Handle unfinished work during the middle shift.

(5) Handle daily telephone work.

(6) Among the guests who need to be woken up the next day, if there are VIP guests, make preparations for manual wake-up service the next day.

(7) Listen to the weather forecast for the next day and write it on the blackboard in order to provide services to guests.

(8) Keep clean and hygienic.

(9) Record the shift handover matters in the shift handover book.

(10) Shift handover...gt;gt;

What is an operator? what for?

Operator is the operator, English operator. The responsibilities of the switchboard: The switchboard operator is a department that does not have direct contact with the other party when providing services. There are many more difficulties and limitations in using voice to serve customers on the phone, because you can't see the other party's expressions and various behavioral reactions. You can only judge and respond based on the speed, volume, intonation, etc. of their speech. of thanks. Therefore, telephone service requires operators to have relatively rich experience, proficient skills, and sufficient patience. Must speak standard Mandarin, have a sweet and clear voice, and speak at a moderate speed. If you are a foreign company or hotel, you also need to master certain English skills.

Main responsibilities and work content: A. Transfer calls. B. Leave a message. C. Wake-up service. (Referring to hotels) D. Remember the telephone number of the local contact unit for all emergency matters. Such as: hospitals, fire brigade, public security bureau, boat and aviation service units, etc., to facilitate accurate and quick contact when necessary. E. Understand the international time difference in order to provide answers to guest inquiries. F. Pay attention to the operation of the fire alarm system. G. Be familiar with the procedures in case of fire. F. Weather forecast service G. Phone filtering (i.e. do not disturb service)

Telephone room employees need to master a wide range of information. Some of the questions asked by guests are easy to answer, while others are difficult to answer. For questions that cannot be answered immediately, guests should be answered by looking up information or asking others for advice.

Does the 12345 operator belong to a public institution?

The 12345 convenience hotline is an organization affiliated to *** and enjoys the establishment of a public institution. Whether the operator has a professional establishment depends on whether he or she has been admitted through the unified recruitment examination of a public institution. Those who have passed the examination will have a professional establishment.

12345 is the *** public *** service system and the mayor's hotline. It is a platform that helps people solve the difficulties and problems they encounter in life and production, pays attention to people's livelihood and listens to public opinions, and belongs to public institutions.

The 12345 citizen service hotline is based on the fact that there are too many citizen government service hotlines and it is inconvenient for citizens to remember. Therefore, all provinces and cities across the country have adopted the method of merging the service hotlines and connecting them to 12345, and then through the 12345 hotline center according to the specific situation. A transfer is required.

What do mobile operators mainly do?

Mobile operators in many provinces are outsourced to third parties for recruitment, mainly for newly graduated college students. The main job is to accept customer inquiries, inquiries, and complaints over the phone, and to achieve certain indicators, such as satisfaction, call completion rate, call duration, etc.