What's the difference between first-line and second-line customer service in JD.COM? COM？

Different responsibilities, different working methods and different scope of influence.

1, different responsibilities: front-line customer service mainly deals with common customer problems and daily inquiries, order inquiries, commodity inquiries, payment issues, etc. Second-line customer service is responsible for handling complex problems, complaints and disputes that first-line customer service can't solve. More professional knowledge and skills, able to handle more challenging situations.

2. Different working methods and influence scope: Front-line customer service works in the customer service center or call center and communicates with customers by telephone, online chat or email. The focus of the work is to quickly respond to customer requirements, solve common problems and provide a good shopping experience. Front-line customer service mainly focuses on direct interaction with customers. Front-line customer service mainly focuses on direct interaction with customers. The second-line customer service works behind the first-line customer service, and is responsible for dealing with the problems that the first-line customer service can't solve, and providing guidance and support. The second-line customer service has a wider scope, involves more business processes and policies, and undertakes the responsibility of guiding the first-line customer service.