跨境電商客服（雙語） 課件 導(dǎo)論-Job Description

跨境電商客服售后售中售前付款簽收JobDescriptionCBECCustomerServicePleasestartachatbyusingthepropergreeting.HowtoverifyyourinformationIfyou’restuckbyacustomer’squestion,what’saproperresponse?Ifthepersonthecustomerneedstohelpisnotavailable,whatwouldyousay?Howtocopewithanangrycustomer?Howtowrapupachat?ReviewCharacteristics01TheWorkflow02JobFunctions03ContentsJobRequirements04PART01CharacteristicsCouldyoupleasetellmethedifferencebetweenthetwojobs?Salespersonsinphysicalshoptalkwithcustomersfacetofaceandtheyusuallyshowrealproductstobuyers.WhileCBECCSrepresentativesusuallycontactcustomerthroughinstantmessagingsoftwareoremails,andtheycanonlyshowthempicturesorvideosoftheproducttobuyers.CBECcustomerservicestaffvs.TaobaocustomerservicestaffcustomerstheyserveTaobaomainlyservesChinesecustomers,whosharethesameculture,valueandtraditionwhileCBECCSstaffhavetofacepeoplewithdifferentculturalbackground,habits,customsandlanguagesetc.WhatarethecharacteristicsofCBECcustomerserviceWhatarethecharacteristicsofCBECcustomerserviceCBECCSrepresentativesservetwotypesofpeople:overseaswholesalersandoverseasendconsumers.Transactionswithwholesalersarecalledbusiness-to-business(B2B)mode,whiletransactionswithendconsumersbusiness-to-consumer(B2C)mode.1.Itservestwomajorcustomergroups.WhatarethecharacteristicsofCBECcustomerserviceThequalityofCBECcustomerservicedirectlyaffectstheshoppingexperienceofcustomers,whichinturninfluencescustomerloyaltyandthestoreimage.Customerserviceishuman-oriented,withsatisfyingcustomers'needsastheultimatemission.2.It’shuman-orientedservice.WhatarethecharacteristicsofCBECcustomerserviceAsapositionthatcommunicatesdirectlywithcustomers,CBECCSisthemainshaperofastore’simage.

Customersatisfactioncanbeachievedonlywhencustomerservicerepresentativescooperatetimelywithotherrelevantdepartmentsoftheenterprise,suchasfinance,logistics,warehousing,onlinestore'sartwork,copywriting,productselection,marketing,etc..3.Itgetsinvolvedintheoveralloperationoftheenterprise.PART02TheWorkflowTheWorkflowAfter-salesIn-salesPre-salesTheWorkflowPre-salesTodeveloppotentialcustomersToanswerinquiriesTomakeanofferToreplytocounterofferTheWorkflowIn-salesTotrackordersToinformcustomersoforderstateTheWorkflowAfter-salesToaddressafter-salesproblemsTosettledisputesTomanagefeedbackTomanagecustomerrelationsPART03JobFunctionsJobFunctions0

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6DevelopingpotentialcustomersTappingintotrafficbenefitsGatheringloyalfansGettingplatformrecommendationsReducingtransactiondisputes0

4EnhancingshoppingexperienceJobFunctions1.DevelopingpotentialcustomersCBECcustomerserviceobtainsforeignpotentialcustomerresourcesthroughvariouschannels,suchasexhibitionwebsites,yellowpages,instantmessagingtools,socialmediaetc..andthensendthembusinessrelationshipdevelopmentletterstoexpandbusinessrelations.JobFunctions2.EnhancingshoppingexperienceImprovingtheshoppingexperienceisnotonlyhelpfultoincreasethesalesofproducts,butitalsocontributestheestablishmentofagoodstoreimage.JobFunctions3.TappingintotrafficbenefitsTrafficisthevitalresourceofanonlinestore.Todaycompetitionisincreasinglyfierceandtrafficcostsmuchmorethanbefore.Onlinestoresneedbadlyqualitycustomerservicetoincreasesaleandresalerate.Bydoingthat,CSpresentativewilltapintodeeplytrafficandmakethemgenerateadditionalbenefits.JobFunctions4.GatheringloyalfansExcellentcustomerservicepersonnelcancultivateagroupofloyalfansandregularcustomersforonlinestores.Enjoyingconsiderateandattentivecustomerservice,andsatisfactoryproducts,buyerswillbeloyaltothestores.JobFunctions5.GettingplatformrecommendationsTheonlineshoppingplatformwillcalculatethesearchrankingbasedonthebuyer'sratingofastoreanddetermineitsqualificationtoparticipateinpromotionactivities.Qualitycustomerservicewillensurethatthestore'sservicescoresmeetorexceedtheindustryaverage.JobFunctions6.ReducingtransactiondisputesIfcustomerservicerepresentativeshaveabetterunderstandingtherelevantmarketsandproducts,theywillmakeaccuraterecommendationsforconsumers.Thus,casesofexchanges,returns