Job responsibilities Customer service specialist

Job responsibilities Customer service specialist

Nowadays, job responsibilities are used in many places, and formulating job responsibilities can reduce the occurrence of illegal acts and accidents. What job responsibilities have you been exposed to? The following are my job responsibilities and customer service specialist, welcome to read the collection.

Job Responsibilities Customer Service Specialist 1 Job Responsibilities:

1, responsible for the coordination of the owners' daily complaints and disputes, and handling and following up the problems reflected by the owners.

2, responsible for the maintenance of the owner's relationship, regular customer service return visit, establish a good owner's relationship.

3. Responsible for the collection of property service fees due.

4. Responsible for the update management of the owner's files.

5. Conduct daily inspections of the community, and report the problems to relevant departments for coordination and handling.

6. Conduct daily inspection on decoration management, and notify the owner for rectification in time if any illegal decoration is found.

7, do a good job in the owner's house, decoration procedures.

8, do a good job of inspection of vacant houses, found that the quality problems timely coordinate engineering maintenance personnel for maintenance.

Qualifications:

1, strong organization and coordination ability, ability to solve various problems independently, experience in customer reception and service is preferred.

2, serious and responsible work, thoughtful and meticulous consideration, strong sense of responsibility.

3. Good writing and language skills, good at communication, handling and coordinating all aspects of public relations, strong and meticulous, and proficient in computer operation.

4. Strictly abide by the company's management system and strictly implement the service operation procedures.

5. Good image and temperament.

Job responsibilities Customer service specialist 2 1, serving old business school customers and member customers;

2. Pay a regular return visit to solve customer confusion and customer problems and give corresponding guidance;

3. Establish detailed customer files, maintain old customers and actively explore new customers.

4. Be responsible for informing old trainees of retraining and all value-added services for old trainees and member enterprises;

5. Proactive, maintain customer relationship and establish a good communication foundation;

6. Make detailed data report and analysis, and put forward appropriate suggestions for further promotion of this position;

Job responsibilities Customer Service Specialist 3 (1) Job responsibilities:

1, accepting customers' telephone and online questions, answering customers' questions, recording customers' needs, opinions and suggestions and giving feedback, and providing customers with fast, accurate and professional services;

2. Accept customer complaints, record customer complaints, appease customer emotions in time, and report them step by step in strict accordance with the complaint handling process;

3. Carry out house calls in strict accordance with the return visit standard and complete the return visit task;

4. Put forward valuable suggestions and opinions on the work of this department.

(2) Job requirements:

1, two full-time undergraduate degrees or above;

2. Have at least 1 year working experience in customer service and at least 1 year working experience in securities industry, be familiar with securities industry laws and regulations and securities business knowledge, and obtain securities business qualifications.

3. Putonghua standard, typing speed is above 60 words/minute;

4. Have certain basic knowledge of securities specialty and good service consciousness;

5. Have certain oral and written communication skills and understanding skills;

6. Good affinity, strong flexibility and adaptability;

7. Have a certain understanding of customer relationship management and the ability to tap customer needs;

8. Have a certain awareness of active marketing and customer retention;

9. Have the enthusiasm for active learning and strong learning ability;

10, correct working attitude, strong ability to adjust professional mentality, strong ability to resist pressure and strong ability to adjust emotions.

Job responsibilities Customer service specialist 4 Job responsibilities:

1. Communicate with users, answer customers' questions in the process of using the software, and handle users' problems calmly, rationally and politely;

2. Help customers with system application, data docking and operation training;

3. Organize and formulate policies on customer service system;

4. Carry out effective customer service team management and scheduling assignment, and deal with the work problems and emotional counseling of team members in time;

5. Cooperate with the Director of Operations to complete other tasks.

Job requirements:

1. High school education or above, equivalent post experience, computer proficiency;

2. Strong sense of responsibility, patience, enthusiasm for work, able to work under certain pressure and have more than 2 years of relevant work experience;

3. Strong communication skills and team management experience.

Job responsibilities Customer service specialist 5 1, responsible for answering or actively calling customers to answer their questions;

2, customer tracking information handover, customer relationship maintenance;

3. Be responsible for the return visit and information proofreading of designated customer groups. ;

4. Handle the order in time and effectively, and ensure the accurate feedback of information;

5. Follow up the opportunity customers in time and cooperate with technicians to complete customer orders.

Job responsibilities Customer service specialist 6 1, to answer and deal with VIP players' game problems, deeply understand players' needs, integrate players' suggestions and give R&D advice support;

2, familiar with the use of player initiative, pull and recall means, improve player satisfaction and game stickiness, and reduce player turnover rate;

3. Dig deep into players' demand points, promote online activities and guide players to recharge;

4. Flexible use of QQ, telephone, email and other tools to maintain VIP players, timely follow up the player's game dynamics and experience, and improve player satisfaction.

Responsibilities: Customer Service Specialist 7 1, accepting the application, consultation, complaints and suggestions of car owners for repair, and handling them in a timely manner. , and make a record of follow-up visits;

2. Send notices and documents in this area;

3. Receive daily customer calls and visits, and accept various service appointments;

4. The reception of the owner/tenant and the collection and payment of various expenses of the tenant;

5, responsible for collecting user data within the jurisdiction, do a good job in the management of user files;

6. Complete other tasks assigned by superior leaders and various temporary tasks arranged by departments.

Job responsibilities Customer service specialist 8 i. Customer information management-planning customer service work

1. Data collection. In the company's daily marketing work, collecting customer information is a very important job, which is directly related to whether the company's marketing plan can be realized. The collection of customer service information requires customer service specialists to carefully extract customer information files every day in order to pay attention to the development trends of these customers.

Operation in ERP system: Inquire about customer data information at each service stage (ordering customers, filming customers, film selection customers and delivery customers) to determine whether customers in each link receive services on time. If not, communicate in time.

2. data collation. The customer information files extracted by the customer service specialist are submitted to the customer service supervisor, who will sort out the information, analyze and classify it, and assign special personnel to manage all kinds of information, requiring timely updates every day to avoid omissions.

Order customers: classified according to the customer's order status (such as shooting attractions, order amount, payment status, etc.). ), and classified filing;

Dress selection customer: dress selection status, whether there are additional choices, payment status, etc.

Shooting client: shooting status, staff, external attractions, etc.

Film selection customers: film selection status, staff, film selection consumption information, etc.

Pick-up customers: pick-up status, pick-up personnel, etc.

3. Data processing. According to the principle of balancing the number of customers and giving consideration to business ability, the customer service supervisor assigns it to the relevant customer service specialists.

Second, call back (used with SMS function)-customer evaluation and information sending

The needs of customers are constantly changing. Through the return visit, we can not only understand the needs of different customers and market consultation, but also find out the shortcomings in our work, remedy and adjust in time, meet customer needs and improve customer satisfaction.

Extract the customer information that needs to be paid a unified return visit from the customer file, distribute it to the customer service specialist after statistics, and communicate with the customer by telephone (or email, etc.). ) and carefully record the results of each customer's return visit, fill in the return visit record form (this form is the information carrier of return visit activities), and finally analyze the results, write a return visit summary report, and file the final data.

Content of return visit:

1. Ask customers for their comments on our company, suggestions and opinions on products and services;

2. Special return visits can be made in specific periods (such as festivals, anniversaries and promotional activities).

3. Friendly remind customers to renew their cards or upgrade to other consumption cards.

Note: the return visit time should not be too long and the content should not be too much.

Return visit specifications and terms

Return visit specification: avoid three guarantees, that is, avoid disturbing customers when they are resting; We must ensure a return visit rate of 100% for member customers; Must ensure the complete record of return visit information; You must guarantee to complete the return visit within three days (it is best to make an appointment with the customer by phone at another convenient time).

Hello, this is XXX. Are you Mr/Ms XXX?

Sorry to bother you.

Communication: Thank you for accepting our XXX service project at XXX time. Are you satisfied with XXX service project?

Satisfied: Do you have any suggestions for our service?

Not satisfied/general: (Can you tell me what you are not satisfied with? /What should we improve?

End:

Satisfied: Thank you for your reply. If you need any help, you can contact us at any time. I wish you (happy driving/happy holidays). Goodbye!

Dissatisfied/General: Thank you very much for your reply. At this point, we really have not done enough. We will improve it soon. I hope everyone will supervise. I wish you (happy driving/happy holidays). Goodbye!

Third, member maintenance-VIP customer management

1. Maintenance and management of old customer information-sort and classify customer information in time and classify it according to certain conditions.

2. Introducer information maintenance management-Introducer information and introducer points or cashback information management.

3. Maintenance and management of member customers -VIP membership card issuance and recycling management.

4. Maintenance and management of integral information-management and statistics of integral data (points generated by self-consumption and points obtained by introducing customers).

Fourth, complaints and complaint handling

Improve the complaint handling mechanism, pay attention to the standardization and efficiency of customer complaint handling, form a closed-loop management process, so that complaints can be accepted immediately and get quick results, and there will be a return visit after handling; So that customer complaints can be effectively and satisfactorily resolved. Establish complaint filing data.

Three aspects of complaint handling:

1. Provide convenient channels for customer complaints;

2. Handle complaints quickly and effectively;

3. Make the most thorough analysis of the cause of the complaint.

The purpose of solving complaints is to save dissatisfied customers.

Complaint resolution strategy: short channel, low cost and fast.

Guidelines for handling customer complaints: act according to service standards; Do not conflict with customers;

Complaint handling process:

1, complaint acceptance

That is, initially fill in the relevant contents of the customer complaint registration form, such as complainant, complaint time, complaint content, etc.

2. Complaint judgment

After understanding the contents of customer complaints, it is necessary to judge whether the reasons for customer complaints are sufficient and whether the complaint requirements are reasonable. If the complaint cannot be established, you can reply to the customer in a euphemistic way to gain the customer's understanding and eliminate the misunderstanding; If the complaint is established, determine the responsible department of the complaint according to the customer complaint information, and ask the customer to give a certain time to investigate.

3. Investigate and analyze the causes of complaints.

It is necessary to find out the specific reasons for customer complaints, and the specific responsible person who caused the customer complaints. If it is a product quality problem, hand it over to the relevant responsible person for handling; If it is a service problem, the service specialist/supervisor will handle it.

4. Propose a treatment plan.

According to the actual situation, the department discussed and put forward different related solutions. The competent leader should check the complaint handling schemes one by one, choose the best solution, and give instructions in time.

5, the implementation of the treatment plan

The person directly responsible and the person in charge of the department shall be punished in accordance with the relevant provisions; Inform the customer, ask the customer to sign after confirming that the customer accepts the solution, and collect customer feedback as soon as possible.

6. Summarize the evaluation.

Summarize and comprehensively evaluate the complaint handling process, and the customer service supervisor will fill in the customer complaint classification statistics table, conduct data analysis and statistics, propose improvement countermeasures, continuously improve the business management of the enterprise, and improve the service quality and service level.

Skills to avoid conflicts with customers:

1, indisputable; No swearing; Don't be angry;

2, do not easily promise, do not lose words;

3. Do not shirk responsibility;

4. Don't improve your tone of voice.

Never say "no, I don't know, I can't wait" to customers.

6. Don't doubt the honest character of customers;

Attention should be paid to: respect customers' personality, treat customers wholeheartedly, listen attentively, analyze customers' practical problems from their perspective, and give customers certain autonomy. Invite customers to participate in * * * and choose the best solution, so that customers can feel that their opinions are respected and try to adjust their relationship with customers in a compensatory way.

Customer service management system

In order to standardize office management, create a civilized and clean office environment, maintain normal office order and improve office efficiency, this system is formulated:

1, office staff should strictly abide by the company's attendance system, go to work on time, get off work on time, ask for leave from the leader in advance if something happens, and arrange related work;

2. Do not leave your post or leave your post without permission;

You must dress appropriately during working hours and always maintain a good personal image;

4. During working hours, no shouting, laughing, playing games or eating in the office area; Don't use uncivilized language and body movements at any time;

5, office staff should strictly implement the health duty system, personal desks and chairs, equipment in daily life by the user to clean;

6. Office environment requirements: clean environment, orderly arrangement, easy cleaning and timely return;

7. Abide by the confidentiality discipline, and shall not disclose the relevant information of customers;

8. Office staff should be United and friendly, obey the work arrangement of the supervisor, and create a harmonious and progressive fighting team.

Management system for receiving complaints (customer complaints)

1. When you receive customer complaints, you should be polite, keep smiling and friendly, and avoid bringing personal emotions into your work.

2, pay attention to the complainant's emotional changes, if emotional, should first appease.

3. Find out the focus of the complainant's complaint and ask questions politely if you don't understand.

Don't jump to conclusions until you know what happened.

When the complainant has something he doesn't understand or mistakes, don't complain directly, but guide him to find the mistakes.

When you receive a complaint, you should make the complainant feel that you are helping him wholeheartedly and trying to solve the problem for him.

7. Take effective action immediately after knowing what happened.

The ultimate goal of the complainant is to solve the problem, so all factors related to people should be avoided as far as possible.

9. Don't promise easily.

10, complaints should be recorded in detail and reported to superior leaders.

1 1. After handling the complaint, the result must be fed back to the complainant in time.

Telephone return visit management system

1. Keep good gfd and full mental state at work, always smile and use standard polite expressions in customer service.

2. Pay attention to using polite language when answering the phone or making a phone call, listen carefully to the customer's questions or opinions and record them in the return visit record. The customer's problems should be carefully explained and don't argue with the customer. If there is no explanation, it should be reported to the superior leader, and it cannot be explained at will.

3, the return visit time should be arranged reasonably, and the rhetoric should be unified.

4. The purpose of each return visit should be clear, whether it is a return visit to a service link or the whole process, register the return visit information, sort out and fill in the customer evaluation information form (customer return visit information form).

5. Make a comprehensive analysis of the opinions put forward by customers to various departments of the company, timely sort out the opinions, requirements, suggestions and complaints of customers and feed them back to relevant departments, and come up with improvement plans to further improve the service level.

6. If you can't reply to the customer's questions in time, you should inform the reply time and report it step by step in time to solve the problem.

Job Responsibilities Customer Service Specialist 9 Work Summary:

The external window of the shopping center can meet the needs of customers, establish a good image of the shopping center and improve the service quality.

Main work contents and responsibilities

1) Introduction service: Understand the customers' needs, enthusiastically introduce the various goods and services in the store to customers, answer customers' inquiries, and distribute shopping guides and promotional leaflets.

2) Complaint handling: accept customer complaints, understand customer dissatisfaction, seek the root of the problem, try to help customers solve the problem, calm customer dissatisfaction, and strive to maintain the external image of the shopping center.

3) In-store broadcasting: Communicate and broadcast relevant news information according to broadcasting procedures, contents and requirements.

4) Gift packaging: responsible for packaging all kinds of goods for customers quickly, beautifully and firmly.

5) Other services: providing parking ticket exchange services, handling lost and found finances, handling lost children, renting umbrellas, children's carts and other services.

6) Reception: Participate in VIP reception and assist the boss to finish the reception smoothly.

Job requirements:

1, have a rest; Work place: Lujiazui;

2, good image, affinity, and well-proportioned;

3. The height of girls is above 160CM, and that of boys is above 170CM;

4. Be serious and responsible and obey the arrangement;

5. Good service consciousness, teamwork spirit and shift work ability;

6. 1 year or above working experience in shopping center, hotel industry and property management is preferred.

Job responsibilities Customer service specialist 10 1, do a good job in the daily reception, repair report and complaints of owners/residents according to relevant regulations;

2. Communicate and coordinate the problems of the owners/tenants, and timely feedback and follow up the demand information;

3, responsible for the inspection, maintenance and supervision of public equipment and environmental sanitation in * * * area;

4. Responsible for the collection of various fees;

5. Handle the house closing/fitting procedures for the owner.

Job responsibilities Customer Service Specialist 1 1 Job responsibilities:

1, excellent endurance, can cope with all kinds of customers.

2, pay attention to work efficiency, timely and professional reply to the buyer's consultation and reply, and answer any questions;

3. Treat customers with passion, enthusiasm and patience;

4. Do things seriously, have a good attitude, avoid conflicts with customers and avoid prevarication;

5. Handover work with other customer service personnel and handle after-sales work.

Qualifications:

1, high school education or above, over 20 years old;

2, familiar with the basic operation of the computer, typing speed of more than 50 words/minute.

3. Honest, hardworking, responsible, patient and meticulous in dealing with buyers, with good understanding and communication skills.

4. Require at least two months of after-sales experience in Taobao customer service, and I am interested in the development of e-commerce.

Job Responsibilities Customer Service Specialist 12 1, responsible for the preparation of credit inquiry after customers subscribe (including major decisions), and inform the property consultant of the credit result in time;

2. Keep abreast of changes in bank policies and provide timely and up-to-date information training for property consultants;

3. Publish the list of problem customers and unsigned customers in time, and pay a return visit with property consultants and management to solve the problem; Provide mortgage instructions to Dading customers, inform them of the information provided by mortgage and matters needing attention, and sign the contract; Handle and solve the difficult problems of mortgage provident fund customers and on-site customer complaints at any time; Check whether the mortgage customers have insufficient information and follow up in time;

4. Implement the processing progress of customers who have been forwarded to the bank for approval to the bank account manager, and follow up the bank approval in time; Follow up the approved customers for mortgage procedures and urge banks to lend money; Notify the mortgaged customer to get the contract; Implement the mortgage bank for each customer, make detailed classification and report the customer progress to the developer; After work, carry out bank mortgage processing, determine the list of mortgage customers on that day, and implement the loan list and quota;

5. Deal with customers' questions and complaints, and be responsible for solving the mortgage problems left over by those who have been transferred from this project or resigned;

6. Responsible for the follow-up treatment of the remaining large households and households with mortgage problems, and urge the intermediary to timely sort out customer information and submit it to the bank for approval;

7. Responsible for online filing and signing of commercial housing sales contracts, and sorting out purchase contracts, property agreements, supplementary agreements, power of attorney, application for advance notice registration and copies of customer ID cards according to project requirements; Reasonably arrange the time for signing contracts and property agreements, and hand over contracts with developers on time; (Note: Some project developers are responsible for online filing. )

8. Inform the customer to receive the commercial housing sales contract, property agreement, supplementary agreement, basement agreement, parking space agreement, lease agreement and loan after returning, and inform the customer of the time and place of paying the deed tax and the relevant information provided;

9. When meeting with the delivery customer, after receiving the notice of receipt, inform the customer to handle the delivery formalities and make detailed notice records;

10, make a report, make a daily customer service report and a signing briefing every day, and send it to the designated mailbox of the customer service center before going to work; Write work summary and plan every Sunday; Make monthly report, overdue statistics and payment statistics and send them to the designated mailbox on the last day of each month; Send the annual contract details to the designated mailbox every month; Enter the electronic file of the transaction customer file;

1 1. If the signing and invoicing are overdue due to reasons other than the property consultant, apply for exemption from the developer and our customer service center in time;

12. Supervise the property consultant to write the trading client file and send the trading client file number of last month to the company before the 5th of each month;

13. Fully prepare the materials before opening, and make reasonable arrangements for signing the contract after opening.

Job responsibilities Customer Service Specialist 13 1. Responsible for answering customers' phone calls, accepting and responding to customers' inquiries about online transactions and related businesses, and inquiring about accounts and other customer service work.

2. Use customer service skills to solve customer complaints and complaints and improve customer satisfaction.

3. According to the customer information provided by the customer service center, contact customers by phone, introduce products and pay a return visit to customers.

Job Responsibilities Customer Service Specialist 14 I. Job Responsibilities of Customer Service Specialist

1, conscientiously implement the company's sales management regulations and implementation details, and strive to improve their own business level.

2. Actively complete the work objectives stipulated by the company or promised by the department.

3. Provide customers with active, enthusiastic, satisfied and thoughtful services.

4. Provide business consultation for all kinds of customers of the company.

5. Collect customer information and user opinions, and put forward suggestions to improve the company's image.

6. Be responsible for the management, classification, sorting, filing and safekeeping of the company's customer data, company documents (duplicates) and dealer contracts (duplicates).

7. Assist front-line departments to do a good job of on-site customer reception and telephone return visit, timely convey customer information and properly handle it.

8, responsible for answering customer complaints phone, make phone records.

9. Complete other tasks temporarily assigned by superior leaders.

Second, the job responsibilities of the customer service supervisor

1, pay attention to departmental etiquette and provide a good external image of the company; Check whether the etiquette, clothing and service standards of department employees meet the company's norms.

2. Check the workflow of employee customer service, and set an example to advocate the service concept of "what customers think, we think for customers".

3. Maintain good service order and provide smiling, active, enthusiastic, meticulous, fast and accurate customer service.

4. Be responsible for establishing good communication relationship with customers, implementing customer consultation and customer question and answer, and feeding back customers' opinions and suggestions.

5. Answer customers' questions seriously and correctly, and solve every customer complaint; Do a good job in customer complaints and reception, and feedback customers' opinions and suggestions to the leaders in time.

6. Responsible for arranging the training of employees' professional knowledge and performance appraisal of employees.

7. Complete other tasks temporarily assigned by superior leaders.

Iii. Responsibilities of Customer Service Manager

1. Maintain good service order, provide high-quality customer service and act as a bridge between customers and the company.

2. Ensure that all personnel in the department implement the company's etiquette and courtesy service standards and establish a good external image.

3. Ensure that this department actively cooperates with the marketing department to carry out the work.

4. Establish and maintain the company's customer service system, establish a customer service information management system, and archive, track and reverse the customer service.

5. According to the feedback information, put forward improvement suggestions for product promotion.

6. Organize customer service system to provide technical upgrade service for customer products.

7. Make a training plan for customer service personnel and organize its implementation.

8. Evaluate the subordinates of the department and assist in formulating and implementing the performance improvement plan.

9. Supervise and control all kinds of customer service fees.

10, participate in the formulation of the company's product manual.

1 1. Participate in the formulation of the company's marketing strategy.

12, accepting customer complaints.

13. Complete other tasks temporarily assigned by company leaders.

Job Responsibilities Customer Service Specialist 15 Job Description:

1, answer customer calls, answer inquiries, deal with customer problems and follow up feedback in time, and sort out customer problems;

2. Coordinate customer service arrangements, summarize customer service processing information, and record and file it;

3. Improve users' utilization rate and product satisfaction through online communication and pre-sales and after-sales maintenance;

4. Responsible for user operation management, user recruitment, training and operation management, and establish a good trust and cooperation relationship;

5. Expand new promotion channels, increase the number of client users, and achieve promotion goals such as installation quantity and user quantity;

6. Subdivide, excavate, guide and maintain user groups, and effectively enhance the stickiness and loyalty of new and old users;

7. Be familiar with the knowledge and operation of the company's product functions, and organize regular training and information push on the basic functions of products;

Requirements:

1, bachelor degree or above (two regular examinations);

2. Be able to quickly analyze and understand customers' ideas, understand customers' scenarios, reasonably express their views, and guide customers to accept them;

3. Good customer service awareness and communication skills;

4. Experience in customer service in Internet industry is preferred;

Welfare and development:

1, the company pays five insurances and one gold according to the regulations of the state and Tianjin;

2. Six-day weekend, annual leave and national statutory holidays;

3. Lunch allowance (staff canteen)

4. Good working environment

5. Bring your own gym (gym, badminton, table tennis, etc.). )

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