Job responsibilities of e-commerce customer service

Responsibilities of E-commerce Customer Service (General 16)

In a progressive society, there are more and more places where we can come into contact with job responsibilities, which are the basis of organizational assessment. What kind of job responsibilities are effective? The following are the job responsibilities of e-commerce customer service that I collected, for reference only. Let's have a look.

Responsibilities of e-commerce customer service post 1 1. Handle all kinds of after-sales problems, such as logistics inquiry, return and exchange, product-related issues, etc.

2. Provide customers with high-quality after-sales service and enhance the image of the store;

3. Follow up the refund order in time to keep the refund speed higher than the industry average;

4. Check the evaluation every day and explain the problems mentioned in the customer evaluation content in time.

5. Follow the learning method to deal with bad reviews; Timely appeal to the store's transactions involving rights protection complaints, and continue to follow up until the end;

6. Dunning, that is, dunning the unpaid customers by using system tools.

E-commerce customer service job responsibilities 2 1, cooperate with e-commerce department to sort out the process and establish the system;

2. Cooperate with the manager of e-commerce;

3. Promote websites or product networks through email promotion, posting promotion, blog promotion, soft text promotion, forum promotion, QQ group promotion and other promotion methods;

4. Responsible for the collection and maintenance of data related to product e-commerce;

5. Be responsible for and publish the daily e-commerce report;

6. Be responsible for searching and updating futures information and executing transactions.

7. Publish supply information on various well-known commercial websites.

8. Operation and management of Taobao shop.

9, website background management and maintenance.

10, customer service negotiation, follow-up, order processing.

1 1, looking for customer information and telemarketing.

12, looking for college students to open an online shop to represent the company's products and expand the company's product market.

13. Guide and manage agents.

E-commerce customer service job responsibilities 3 1. Mainly responsible for the after-sales problems of Tmall, JD.COM and other platforms, effective tracking, after-sales guidance and service.

2. Understand the rules of Tmall, JD.COM and other platforms, handle the after-sales problems initiated by customers at any time by means of Wangwang, knocking at the door and telephone, and properly handle and coordinate them.

3. Collect daily returns and records, follow up refunds in time, and summarize after-sales problems.

4. Docking logistics, monthly reconciliation with logistics.

E-commerce customer service job responsibilities 4 1, online shop daily sales work, shopping guide for customers, answering questions; Responsible for answering customer inquiries and promoting transactions;

2. Handle orders and after-sales services of customers, such as taking orders, typing and checking orders;

3. Online store sales data and data processing.

4. Communicate with customers online, understand customer needs, properly handle customer complaints and ensure customer satisfaction;

5. Daily promotion activities and page maintenance of platform websites (Taobao, etc.). ).

E-commerce customer service job responsibilities 5 1, responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

2. Responsible for effective customer management and communication.

3. Establish a customer service team and train 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 relationship.

6. Be responsible for organizing after-sales service of the company's products.

7. Fill in the customer consultation sheet and transaction record sheet of the network department every day as required.

8, familiar with the company's products and in-depth understanding of the company's corresponding sales policy, and turn it into their own language, fluently expressed.

9, constantly improve their sales ability (sales language, sales skills)

10, job responsibilities

1 1. At the end of each month, make your own work plan and sales target for the next month, and stabilize the old market and basic sales while promoting.

E-commerce customer service job responsibilities 6 1, enter the background, check all the orders of the previous day, whether there are abnormal orders (including refund orders).

2. Check the message on the workbench. If there is news from a customer, whether the other party is online or not, you should reply in time so that the customer can see it online. The problem of customer message should be solved in time.

3. Make a simple record of the after-sales problem and send it to the after-sales service for archiving, so that it can be queried later.

4. If the customer fails to pay within 12 hours after taking the photo, he should contact the customer in time and give an appropriate reminder.

E-commerce customer service job responsibilities 7 reception:

1, dealing with sales and after-sales problems and solving customer needs;

2, through the reception data analysis, formulate corresponding service plan, to provide customers with satisfactory after-sales service;

3. Collect customer information, classify after-sales customers and formulate corresponding treatment plans;

Refund:

1, Tmall background refund work, processing customer return refund request;

2. Deal with store activity return, return freight, etc.

3. Complete the comprehensive indicators of the store to ensure the ranking of the store in the whole industry;

Every day:

1, approval (check the setting of marketing activities to ensure that orders can be delivered in time on the day of approval, and reissue orders, lose parts and return parts through express delivery);

2. Comments (comments on the front 10 page of the store product, humanized reply, daily advertising evaluation of the store product, and bad reviews during telephone call back).

E-commerce customer service job responsibilities 8 1. Answer the seller's inquiries and answer questions through Want Want.

2. Handle and confirm the refund and return order, track the questions and answers in the process of sending the seller's order by express delivery, supervise the express delivery, coordinate the delivery and other matters.

3. Be able to communicate happily with the warehouse and express delivery.

4. ERP management experience is preferred.

Responsibilities of e-commerce customer service 9 1. Answer the seller's inquiries and answer questions through Want Want.

2. Handle and confirm the refund and return order, track the questions and answers in the process of sending the seller's order by express delivery, supervise the express delivery, coordinate the delivery and other matters.

3. Be able to communicate happily with the warehouse and express delivery.

4. ERP management experience is preferred.

E-commerce customer service job responsibilities 10 job responsibilities:

1. Participate in the company's cross-border e-commerce customer service team, and handle and answer users' questions through online customer service or customer service telephone;

2. Timely feedback and assist in handling the abnormal situation of the platform and communicate with users;

3. Analyze and summarize the workflow and platform problems, and put forward suggestions for improvement;

4. Explore the potential needs of users and provide thoughtful shopping experience for every user.

Qualifications:

1. Strong logical thinking ability and problem analysis ability, quick thinking, good at expressing their own views and opinions;

2. Excellent team spirit, good at communication and strong affinity;

3. Have a good sense of service, adapt to shift working hours, and have experience in e-commerce service is preferred;

4. Familiar with office software operation, typing speed of 50 words/minute, standard of Mandarin.

5. Love your work, don't treat customer service as a small post, be actively familiar with various rules of Taobao, and repay customers with good deeds in the face of customer complaints.

Job requirements:

Education requirements: junior college

Language requirements: unlimited

Age requirements: unlimited

Working years: unlimited

E-commerce customer service job responsibilities 1 1 1, take the initiative to answer questions from customers who come to consult, such as product material, size, delivery date, etc.

2. For customers who arrive at the store but don't place an order, take the initiative to consult, further increase sales, and record customers' concerns, and encounter the same problem in the next sales.

3. After the customer places an order, check the delivery address to make the customer feel intimate and reliable, and remind the buyer to praise after receiving the goods. After 3 days, contact the buyer to confirm the receipt.

4. Maintain the affection between old customers. In case of holidays, take the initiative to bring care and attention to old customers, especially when the store is doing activities or going to new stores, you can remind old customers to come and have a look, and there are discounts.

5. Handling of after-sales problems. How to politely refuse unreasonable customers; How to comfort buyers who are reminded; How to contact the buyer with bad reviews to modify or delete bad reviews?

6. Query the orders that have been placed but not delivered in the background in time.

7. Feedback the sales situation of the store baby to the store operation in time, and formulate corresponding operation strategies.

E-commerce customer service job responsibilities 12 Taobao customer service supervisor job responsibilities

1. sales management: lead the customer service team to complete the sales performance, and be responsible for the decomposition and implementation of sales targets;

2. Team management: responsible for the daily management, supervision, guidance, training and evaluation of the customer service team; Formulate customer service specifications, processes and systems; Improve the feedback and solution process of common customer problems; Optimize the quality of customer service in all directions.

3. Customer service training: make a customer service training plan and organize its implementation, and constantly improve the business skills of customer service personnel through training; Work organization and skill guidance of after-sales customer service personnel (return, refund and inspection);

4. Customer management: manage customer files and establish relevant methods for customer relationship maintenance; Use Want Want group, help, forum and other tools to send promotional and new product information to customers, maintain customer relations and increase customer viscosity;

5. Service management: establish and optimize enterprise-specific service standards, including pre-sale, in-sale and after-sale services, and strive to promote and supervise the good implementation of standards;

6. Maintenance and management of the daily operation of the store: pay attention to the communication area and message reply of the store, and pay attention to the order validity and daily performance of the pre-sales customer service;

Pay attention to the handling of daily returns, refunds and various after-sales problems; Pay close attention to the trends, rules and activities of Taobao in time and put forward reasonable suggestions for the development of the store; Post a reply in the forum to increase the click rate of the store; Track and analyze report data, optimize service process and improve conversion rate; Participate in the formulation and implementation of business activities;

E-commerce customer service job responsibilities 13 1, fully responsible for the sales and management of Taobao stores/malls, familiar with the operation process of Taobao stores. ;

2. Plan the marketing activities of online stores to increase the turnover of online stores. At the same time, the daily maintenance of the store can be carried out: timely and accurately follow up orders, accept customer inquiries, reply to customer messages, and ensure the normal operation of the online store;

3. Be responsible for the decoration and promotion of the company's Taobao Mall and stores, improve the click-through rate, page views and conversion rate of the stores, and achieve the goals set by the company;

4. Familiar with Taobao training, taobao guest and other Taobao propaganda tools, and be good at summing up experience to provide strategies for achieving sales performance;

5. Love Taobao, have a strong sense of customer service, and have the ability to deal with emergencies; Patience and meticulous work, can bear hardships, have strong affinity, adaptability and writing and language communication skills;

6. Honest and trustworthy, dedicated, quick-thinking and innovative;

7. Relevant online shop working experience is preferred.

E-commerce customer service job responsibilities 14 1, communicate with customers through xx, answer all kinds of questions raised by customers and reach a deal.

2. Responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

3. Responsible for effective customer management and communication.

4, responsible for the establishment of customer service team and training customer representatives and other related personnel, regular or irregular customer visits, check and maintain customer relations.

5. Be responsible for developing and maintaining good customer relationship.

6. Be responsible for organizing after-sales service of the company's products.

7. Establish customer files, quality tracking records and other after-sales service information management systems.

8. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

E-commerce customer service job responsibilities 15 1, responsible for receiving customer inquiries and answering customer questions;

2. Recommend our products to customers and guide them to make a deal;

3. Improve the repeat purchase rate by serving and recommending old users;

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

5. Solve related after-sales problems for customers in a timely and effective manner;

6. Prepare, distribute and ship the goods within the specified time according to the order;

7. Use various Internet marketing promotion modes, such as email marketing, media delivery, forum community, soft text, link exchange and other ways to promote brand marketing;

8. Other customer service related work.

Responsibilities of e-commerce customer service 16 1. Turn on the computer, log in Wangwang and other chat tools needed for work, as well as email. To open the Taobao background, you need to check the contents: whether there are letters in the station in the upper left corner of the background page; Whether there are letters in the bound mailbox; Check the trading records in Alipay area to see if there are any records of buyers not paying or not delivering goods. If there are unresolved records, they should be resolved in time; Check yesterday's transaction record evaluation, and deal with special cases urgently. For example, if you get a bad review, you must investigate and solve the problem in time.

2. Make customer inquiries and guide customers to buy our products. Familiar with product information. Take the initiative to explain to customers whether the size, color, style, quality and precautions of the products are complete, actively communicate with strangers, be bold and enthusiastic, and don't be afraid of being rejected by others.

3. Promote shops and products, let more customers know about us and expand their influence. Including the major portals, Taobao's xx and other reply posts. On the basis of understanding the process and characteristics of Taobao, this paper puts forward a suitable marketing plan according to the actual situation, provides page views and transaction rate, and improves the popularity of online stores and brands.

4. Be familiar with the online transaction process and operate quickly. For example, arranging goods to be put on shelves, editing commodity descriptions and descriptions, processing orders, modifying prices, arranging delivery, printing delivery notes and express delivery notes, and so on. Upload and modify product pictures and details.

After the buyer pays, be sure to confirm the address and contact information with the buyer. And you can ask the buyer if the express delivery can arrive. After confirmation, after we have prepared the goods, we will clearly inform the buyer when the goods will be delivered. And please rest assured that the buyer will provide them with the single number and delivery company.

6. If there are problems such as refund and return, it is necessary to communicate with customers, understand the reasons for the return, and be patient.

7. Sometimes customers take pictures of goods, but they are not necessarily in a hurry. At this time, online customer service can follow up in time and urge buyers to pay in time by asking about remittance methods.

8. Check the shift record book to see if there are any customers who were interested the day before yesterday but haven't made a deal yet. They should follow up in time and consult the buyers. At this time, you can often get unexpected results.

9. Pay a return visit to the old customers two months ago, and fill in the return visit result in the Return Visit Form for Old Customers.

10. Report yesterday's sales performance to the superior and summarize the problems that need to be dealt with.

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