Tmall's customer service supervisor needs the ability of analysis and training, regular training to improve the comprehensive quality of new and old employees, regular employee service training and the formulation of customer service problem solving plan. So what? Come and have a look with me.

Tisch

1, responsible for the management of customer service staff in Taobao shop, responsible for the sales reception of Wangwang and QQ of the company, receiving orders and inquiries from customers, facilitating the closing of orders, placing orders, following orders and after-sales service.

2. Manage the sales and inventory of products, pay attention to the logistics situation all over the country, reflect all kinds of situations at any time and notify relevant departments.

3. Pay attention to the changes of Taobao's rules and adjust them in time.

4. Product after-sales treatment and dispute resolution, leading colleagues to achieve sales targets, with team spirit.

5. With the goal of improving customer experience, establish and implement a service process system, including systems, processes and standards, and constantly optimize and improve them.

6. Manage the work of customer service and after-sales personnel, be responsible for customer service distribution and scheduling, and ensure the orderly, timely and cohesive work of all positions managed;

7. Manage and improve the workflow, service specification and performance appraisal scheme of customer service positions, and optimize the personnel structure;

8. Guide the work of post personnel such as customer service and after-sales, and improve the working ability, responsibility and work efficiency of the post personnel under management;

9. Assist relevant teams to manage and maintain online goods and cooperate with various store activities.

extreme

1, responsible for providing suggestions, commenting on problems and making complaints to merchants of * * * products;

2. Reasonably arrange the work and scheduling of customer service personnel to ensure that the work of the managed positions is orderly, timely and connected;

3. Guide the work of customer service personnel and improve their working ability, sense of responsibility and teamwork ability;

4. Responsible for coordination and follow-up with relevant departments, and timely handle customer needs and emergencies;

5. Formulate, modify and promote the implementation of customer service process and standard system; Cooperate with the operation team to implement the promotion plan to improve service satisfaction and marketing favorable rate;

6. Maintain and manage the company's customer base;

7. Be responsible for the training, encouragement, management and assessment of the customer service team, and optimize the quality of customer service in an all-round way.

Tisso

1. Responsible for the management of the customer service team of Taobao Mall, immediately handle all kinds of problems in the process of online consultation, online sales and after-sales service, and give guidance and support to the subordinate customer service work;

2. Reasonable distribution of shops, shifts, working resources and time of Taobao merchant platform;

3. Be responsible for the daily management of the department and the management, guidance, training and assessment of the staff of the department;

4. Establish a perfect professional training system, performance appraisal and incentive management methods for customer service personnel;

5. Put forward constructive plans or reasonable suggestions in response to customer feedback on products and market changes of major competitors;

6. Be familiar with the precautions of Tmall Mall, regularly train new employees and guide old employees;

7. Communicate directly with the operation assistant and promote activities to subordinates.

Article 4

Responsibilities:

1, responsible for the management of customer service staff in Tmall Taobao Store, receiving customer orders, consulting, facilitating the transaction of orders and placing orders;

2. Manage product sales and inventory, and pay attention to the logistics situation all over the country. , at any time to reflect all kinds of situations, notify the relevant departments;

3. Pay attention to the changes of Taobao's rules and adjust them in time;

4. Establish and implement a service process system aimed at improving customer experience, including systems, processes and standards, and constantly optimize and improve them;

5. Guide the on-the-job staff to improve the team's working ability, sense of responsibility and efficiency;

6. Assist relevant teams to manage and maintain online goods and cooperate with various store activities.

Requirements:

1, college degree or above, major in marketing and e-commerce is preferred;

2. Proficient in Taobao rules, skillfully use Taobao trading rules, and grasp the store policy;

3. Strong communication skills, sense of responsibility and result orientation;

4. 1 year or above 10 pre-sales customer service team management experience.

chapter five

Responsibilities:

1. Participate in the formulation and implementation of customer service processes, service standards, customer service work plans, implementation specifications, customer service team product training, service capability improvement training and KPI assessment, and implement them;

2. Be responsible for the shift work of team members, make arrangements for customer service scheduling, adjust the customer service reception volume and substitute work in real time according to the passenger flow and customer service reception capacity, and answer customer inquiries through online chat tools such as Want Want, answer product-related knowledge and recommend products;

3. Monitor customer service chat records, and constantly update the text according to the commonness and * * * problems of customers and each promotion activity;

4. Daily management of Tmall's customer service team, guiding pre-sale, in-sale and after-sale work to avoid affecting sales due to customer service mistakes;

Qualifications:

1. College degree or above, major in e-commerce and marketing is preferred;

2. More than three years of senior customer service experience in Taobao stores and more than two years of experience as a customer service supervisor in Taobao.

3. Working experience in service industry or beauty industry is preferred;

4. Organized, strong communication skills, good service awareness and marketing awareness, and proficient in various online sales skills.