Express company customer service staff salary, working hours, main work and other information!

Salary: not uniform, there are two kinds: fixed salary and fixed salary plus commission, which vary according to the workload and work content.

Working hours: most of them are around 8: 00 in the morning and after 6: 00 in the evening. The customer service at the headquarters is on time, so it's hard to say about the customer service at the branch.

There is a lot of work. The following is a summary of customer service work compiled before:

The daily work of customer service is trivial, and any trouble can be encountered, and what kind of customers will be exposed to it. The internal system of the company basically needs to be understood. A site with several qualified customer service will make the boss worry a lot! Customer service is the soul of express after-sales service.

Generally speaking, it is unlikely that customer service in some construction sites will receive professional training before taking up their posts, and most of them start from scratch. At the beginning, they basically arrange to do some work that does not require professional knowledge, such as typing and sorting customer information, recording orders, recording and signing. But these are all necessary for customer service. It is not easy to do simple things every day and do them well every day. Let's write some main points step by step from the beginning.

First of all, a customer service should know the general situation of all areas of his company, how many streets there are, which units, schools and residential areas are there in each street, where the main customers are, and the areas that each courier is responsible for. This is the first thing you should be familiar with as a good customer service, and you won't remember correctly when changing salesmen. So that every piece of information can be quickly and accurately notified to couriers, other employees and customers. In addition, the company's internal personnel distribution, who should be responsible for problems that cannot be handled. Every message you convey will affect customers and couriers, save waiting time for customers and give couriers enough time to serve customers. Customer service is not only for customers, but also for couriers.

The most important thing is to take work notes!

Delivery reminder

There are also many cases where customers send reminders; Because there are delays in the express delivery of most express delivery companies, some customers can't receive them at the receiving address in case of emergency. Send a reminder to divide the express mail into two situations: you are a site and you are not. If the express mail has arrived at your site, contact the courier in charge of delivery as soon as possible to find the express mail and contact the customer to make an appointment for delivery. Try to deliver the goods according to the customer's requirements. If it cannot be delivered according to the customer's requirements, explain the reasons and do a good job of customer explanation. This part is mainly coordination.

Send a reminder

This part needs more knowledge. You should learn to look at the express delivery process, what each data represents, the analysis of the current situation of the express delivery process, whether the express delivery is by air or land, and the estimated arrival time. Can staying in one place for a long time be contraband or something? After understanding this, you should explain it clearly to the customer and handle it well within the normal time limit. If the express mail has exceeded the normal time limit and has not been delivered to the recipient. First of all, we should apologize to the customer. We need to contact the place where there is a problem with the express mail, eliminate the abnormality as soon as possible and send it to the customer.

Handling of difficult delivery projects

Every day, the courier's undelivered express mail must be reported within the time required by the company, and the abnormal reasons and abnormal receipt must be reported. Uploading data, first of all, is one of the services, and secondly, customers will take the initiative to contact the courier company when they see difficulties when viewing documents. This part is simple. As long as the courier indicates the abnormal reason for not sending it away, you can leave a message according to the company's system operation process. Difficult items that need to be sent next time or another day after being reported and items that can't be sent should be classified and stored, so as to find the express mail faster when the sending company or customer contacts, which can save time for themselves.

Distribute parts that are difficult to handle

It will be more difficult to send difficult items than to send them, because many uncertain factors are unpredictable, and most of them can only be dealt with after telephone contact. The relatively large number of customer inspections is also the most frequent thing for customer service. These must be written in a separate notebook.

The first category: difficult items that the other party sends the company to report short messages.

Find out the bill corresponding to the difficult item, and contact the sender and the recipient for proper handling according to the content of the difficult item left by the other party. Generally, difficult news has a time limit. If it is not handled within the time limit, it will be returned. If there is no customer's phone number, ask the customer's phone number if there is no address. Generally speaking, you need to contact the sender to deal with difficult news. Do a good job of customer explanation when encountering service attitude. Coordinate with the other party to deliver the goods again.

Category II: Difficult items for senders and recipients to check documents and reminders.

I have already introduced the reminder before, so let's talk about the difficult items in this kind of problem, especially when the express delivery volume is large, such as double eleven, double twelve and other large shopping festivals. There are many overtime difficult items, and there will be them at ordinary times. This section focuses on.

1, there is no customer sending record.

Check with the customer whether the order number is correct, and find out the information of the order pair in the company's order form. If there is no receipt, it may be that the customer did not deliver the package or the courier did not give it to the company. In this case, please contact the delivery courier to verify the details. If there is no record of the receipt, see if there is any lost express mail in the company warehouse. Whether the company's data is uploaded on the same day, etc.

2. The express delivery was recorded in the first distribution center and there was no next record for many days.

Verify the order number and details of the express mail, whether it is contraband. If it is a prohibited item, it may be detained. Contact the superior company to accept the punishment. If it is not contraband, contact the customer service at the next stop and distribution center for details and do a good job of customer explanation. If it is lost within the time limit, do a good job of customer compensation. Look through the company's headless parts list to see if there are any missing parts in the bad package list. In short, it is not normal to stay at a transit point for more than 3 days, except during the peak shopping period. Need to do a good job of customer explanation. Strive for the best processing results for customers within their own work scope.

3. Failing to deliver the goods to the final delivery company and branch company after transportation.

There are many cases like this, many of which are due to inaccurate customer information, which leads to the inability to deliver goods in time. Generally, there will be news in the intranet, and some of them have not been sent or reported missing. You need to contact us by phone, contact the other party for the reason of non-delivery, and coordinate to eliminate the problem and deliver it to the customer as soon as possible. The handling of this link requires mutual understanding and cooperation between both parties in order to do a good job in customer service.

4. The delivery of the other outlet shows that it has been signed. But the recipient didn't receive the goods and didn't receive the phone call.

This happens all the time. At present, the company's delivery pressure is too high. Many companies will make a good check-in record in advance to avoid fines when they cannot meet the time limit and check-in rate. Of course, this is an illegal operation, and it is not recommended for outlets and salesmen to do so. It is also possible that the courier left it in the doorman, mailroom, neighbors, community, property and other places where express mail is often collected without telling the customer.

All inquiries, reminders, and difficult items must provide the courier number, the address of the delivery and receipt, and the contact information of both parties.

None of the above details, just a general description of the treatment method. Improvise at work. If you don't know how to ask old employees, you will gradually become skilled. Customer service seems difficult, but in fact, it is easy if you use the right method. Remember not to argue with customers at work. Even if the customer is wrong, he needs a detailed explanation. There is still a lot to understand when you meet a difficult customer with patient answers.