E-commerce customer service

Part 1: E-Commerce Customer Service Job Responsibilities

Coordinate with customers when solving customer's questions, handling disputes in transactions, after-sales service, and abnormal or out-of-order orders.
Understand the actual needs of customers:
1. Which are express requirements;
2. What are implied needs;
3. Understand whether the customer is satisfied;
4. Understand the expectations of customers;
5, follow-up visits, service upgrades.

Chapter 2: E-commerce Customer Service Responsibilities

1. Daily sales work of online shop, guide shopping for customers, answer questions; be responsible for answering customer inquiries and prompting the transaction;
2. Processing orders and customer after-sales service, such as taking orders, checking orders, etc.
3. Online store sales data and data compilation.
4. Communicate with customers online, understand customer needs, properly handle customer complaints, and ensure customer satisfaction;
5, daily promotion activities maintenance, platform website page maintenance.

Chapter 3: E-commerce customer service duties

1. Responsible for the maintenance and update of customer network information in e-commerce channels;
2. Responsible for the processing, distribution and tracking of customer orders in e-commerce channels;
3. Responsible for consumer communication consultation on various channels of e-commerce;
4. Responsible for e-commerce network marketing promotion.

Chapter 4: E-Commerce Customer Service Responsibilities

1. Responsible for the online customer service of Taobao and other online online trading platforms, guiding customers to achieve commodity transactions, familiar with the operation and management of Taobao and other stores, ensuring the orderly and effective operation of customer service;
2. Responsible for the daily operation of the pre-sale, sale and after-sales customer service team, and improve the customer service work standards and systems;
3. Responsible for online customer service, timely solving and implementing training for problems arising in customer service;
4. According to customer needs, properly handle customer complaints and suggestions, and continuously improve customer satisfaction;
5. Responsible for the pre-sales and after-sales data aggregation and analysis, and strive to improve various network indicators;
6. Responsible for communication and coordination with other operations teams

Chapter 5: E-commerce customer service duties

1. Answer customer calls;
2. Handling missed calls;
3. Handle customer complaints and make connections with relevant departments;
4. Do a good job tracking the after-sales records;
5. Complete other tasks assigned by the leadership.