What are the job contents and responsibilities of customer service?

Customer service responsibilities (1):

1

Job responsibilities and norms

Purpose:

Make the customer service representative clear about his job responsibilities and rules and regulations that need to be seriously implemented, so that his work can be successfully completed under the necessary rules and regulations.

Article 1 Service tenet

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

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

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 materials 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 potential, and quick understanding of new product knowledge;

(3) Communication potential: strong language expression potential, knowing when, where and under what circumstances to deal with, what language to express, knowing the necessary relationship handling, having the necessary personality charm, leaving a good first impression on customers and generating 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, be conscientious, patient and have a strong sense of responsibility;

(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 solve problems for customers in a timely manner 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 makes a detailed registration of different situations fed back by customers in the form of work logs, and special customer situations need to be reported to the department head (or the person in charge of the center) and reported to the monthly 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.

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(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.

Customer service responsibilities (2):

Whether in the electronics industry, financial industry, network companies, etc. In order to improve the service quality, the position of customer service specialist is essential. Different industries have different job responsibilities. The following is a collection of the job responsibilities of customer service specialists in various industries for reference.

(1) Responsibilities of the customer service specialist of the financial industry company:

1, understand customer consultation, record customer consultation and complaint information, and give feedback to customers according to the corresponding process;

2. Be able to find the needs and opinions of calling customers in time, and record and report them.

3. Bring complete and accurate solutions and information to customers, solve customer problems and bring quality services;

4. Good work execution, and work or related operations are carried out in strict accordance with specifications and processes;

5. Share information with colleagues or supervisors, accumulate knowledge, and provide basis for process improvement;

6. One-stop solution to customer needs, providing customers with a full set of consulting and card purchase services.

(2) Job responsibilities of the customer service specialist of the network company:

1, communicate with customers through internet chat tools to promote sales;

2. Respond to telephone consultation and network consultation;

3. Understand the telephone order and online order, and handle the order;

4. Visit and maintain customers and service orders.

5. Record and summarize the consultation events, analyze them in time and feed them back to the superior supervisor.

(3) The responsibilities of the customer service specialist of e-commerce company:

1, responsible for the communication between the company and bank customers, and handling the demands made by bank customers.

2. Responsible for bank order management;

3, responsible for communication with the company's product department;

4, cooperate with the department manager to complete the corresponding work.

(4) Responsibilities of the customer service specialist of the navigation company:

1, responsible for the daily monitoring and management of the monitoring and management platform.

2. Enter the vehicle equipment ID and other related information to manage the SIM card.

3. Be responsible for the training and support of the company's software monitoring system and hardware equipment.

4. Be responsible for the daily operation and maintenance management technical support, online answering questions and training of the company's software monitoring platform.

5. Be responsible for tracking and supporting the daily testing technology of GPS vehicle-mounted equipment and monitoring system platform of new customers of the company.

6. Be responsible for answering the company's customer service calls and answering technical questions.

7. Be responsible for the daily management of the company's system platform system (database backup, daily upgrade and maintenance during service).

8, responsible for the scheduling of engineering installation personnel, management and coordination of engineering construction.

(5) Job responsibilities of the online store customer service specialist:

1, online customer service of the company's online trading platform;

2. Pre-sales support: product introduction, guiding and persuading customers to reach a deal;

3. Sales tracking: tracking the production, delivery and logistics status of customer orders;

4. After-sales service: handling customer feedback, returning goods, handling complaints, etc.

Customer service responsibilities (3):

1) is responsible for accepting and properly handling customer complaints, adjusting the relationship between customers and the company, answering all kinds of inquiries raised by customers, and sorting out and conveying the specific requirements of customers;

2) Responsible for the production, follow-up and promotion of customer websites;

3) Take photos of customers' products and upload them to the website;

4) Responsible for the management of customer domain name registration and general website registration;

5) FTP application of branches and management after distribution; Open the mailbox of the customer's enterprise;

6) Maintain the latest member recommendation and internal publicity materials of the company's product platform, and enter them into the product platform database; Online promotion of customer websites other than Mingwan platform;

7) Be responsible for organizing the analysis of the company's product satisfaction survey, and timely reporting the statistical analysis report and product quality problems to relevant departments and the general manager;

8) Coordinate with relevant departments to solve problems in the service process of the company in time, and form effective records;

9) Follow up the unresolved technical problems of users and provide on-site service when necessary;

10) is responsible for the telephone return visit of sales service, assisting in convening the member salon and submitting customer feedback to the leaders of relevant departments.

Customer service responsibilities (4):

Job Purpose: Responsible for the company's engineering production, maintenance, magazine distribution, organization and implementation of large-scale activities, etc.

1, do a good job in the safety, maintenance and maintenance of outdoor media billboards, check them regularly, make detailed records, and timely feedback and deal with related problems.

2. Do a good job in the research of market material prices, assist in the budget and final accounts of various projects, and reduce costs.

3, project acceptance, inspection and timely record.

4, do a good job of safety in engineering production, and is responsible for inspection and rectification.

5. Issue the popular magazines in time, and effectively launch and check them.

6. Collect customer information, make monthly report of customer files, and bring relevant information to other departments.

7, cooperate with other departments to do all the work.

Production quotas; Performance standards; Operating standards; Work performance standard

1, quality and efficiency of work completion.

2. Initiative and execution.

3. Work attitude.

Customer service responsibilities (5):

1, pay attention to manners and establish the concept of customer first.

2. Be familiar with the relevant service rules and items in the mall.

3. Perform duties in strict accordance with the regulations of the company, and do not follow the private rules.

4, patient service, be kind to customers

Main work:

1. Welcome customers at the beginning of business every day.

2. Understand the card usage of units or individuals suitable for members.

3. Visit and reception of large members and customers

4. Handling and recording of customer complaints

5. Customers store/take away packages

6, responsible for the distribution of promotional items.

7. Testing and debugging of buyers of large household appliances.

8. Understand customer consultation

9. Tracking and publishing supermarket news.

10, whole store broadcasting service

1 1. Use standard terminology.

1. What is the responsibility of the property customer service? 2. Customer service awareness slogan 3. Customer service slogan 4. Enterprise customer service slogan 5. Customer service slogan 6. Customer service inspirational slogan 7. Customer service slogan is short 8. Customer service center sentence, use customer service center sentence 9. Motto of customer service 10. Classic quotations of customer service

Auxiliary work:

1. All work areas (customer service desk, bag storage office, gift distribution office, electrical test area, return office, customer entrance) should be kept clean and hygienic at all times.

2. Take care of the company's property (broadcast system, computer, membership card punching machine, plastic machine, etc.). ) and check it regularly.

3, familiar with the division of labor, commodity display, management principles, understand the company's phased promotion plan and news topic.

4, customer complaints should be carefully recorded, major issues should be reported in a timely manner.

5. Avoid making customers noisy in public places.

6. Receive gifts from the receiving department with the gift list submitted by the receiving department.

7. When the customer comes to ask for a return, check whether it meets the return requirements; When the floor supervisor comes to collect the return/exchange, he must carefully check the information on the list and sign for confirmation.

8. Assist other departments (such as inventory, theft prevention, fire prevention, etc.). );