First of all, with the increasing business volume, the customer service department needs more employees to cope with the increasing customer demand. Enterprises need to ensure that customers' problems can be solved in time and effectively, and human resources are one of the key factors to achieve this goal. Especially in some specific periods, such as holidays and promotional activities, the number of customer inquiries will increase sharply, which requires sufficient manpower to deal with.
Secondly, the work of telephone customer service is hard and the staff turnover rate is high. Many people may not like answering the phone for a long time and dealing with customer problems, which leads to a high turnover rate of employees. Therefore, the customer service department needs to constantly recruit new employees to fill the vacancy and ensure the normal operation of the business.
Job responsibilities of telephone customer service
1. Handle the after-sales forms of yesterday's morning shift and night shift, and register the postage and refund compensation in the forms.
2. Dismantle the returned after-sale parts after handling the after-sale parts, and register them in all returned parts. If there is a small note in it, it will be handled in time, and it will be changed if necessary. The returned parts will be marked on Want Want, and the postage will be registered on the form.
3. Customers with quality problems should register.
4. Deal with the after-sale and returned goods, and copy the postage, compensation and refund of the day into a form and send it to the finance department before 4 o'clock that day.
5. Before 5 pm every day, register the exchanged goods in a form, send them to the finance department to collect the goods, sign them at the competent department, and then package and send them out.
6. Dismantle all returned parts, send all returned parts to pre-sales customer service, and then handle refund after-sales management in the background. Look at the invoice problem and the intervention of the second child every day. If the second child is involved, please register in the form. If there is an invoice problem, ask the finance department to make an invoice, mediate the customer's refund, and leave a message to upload the invoice number.
7. Save the blue list of all after-sales replacement goods, register a form, and send the form to the finance department at the end of the month.
8. If the courier is lost, please make a report on the lost and lost parts and give it to the recipient. Every lost and lost courier should make a form and send it back to the financial department for settlement every month.