Basically, the work content is nothing more than the following aspects:
1. If the customer calls to deliver the package, you should arrange the interval courier in the relevant area to pick it up.
2. The customer calls to ask about the express delivery fee, so you should be patient and answer them one by one.
3. The customer calls to ask where the express mail is, and you should help track the progress.
4. The customer complains that his express content is damaged by your violent handling of express delivery, so you should deal with it sincerely.
There are some unreasonable customers, so you should be flexible.
In addition, there are some other things that the courier company has arranged for you.
Basically, the job content is like this.
Question 2: What does logistics customer service do? This is the workflow of logistics customer service:
First, know the customer.
1. Know the nature of the goods sent by customers (refer to: name, quantity, weight, square number, danger, destination).
2. Understand the customer's requirements for the delivery of goods (meaning: whether the goods can't be put upside down, whether they are afraid of moisture, whether they are fragile, and whether they look good.
No other requirements)
3. Know the arrival time of the goods (meaning: the time when the customer requires the goods to arrive at the customer's place).
Second, goods in transit
1. Track the position of vehicles on the way at 8: 00 every morning and inform the driver of the requirements for loading goods so that the driver can understand the special situation.
Special requirements for goods.
2. Truthfully reflect the situation of the tracked goods to customers, and inform them of the time of arrival at customers.
Third, the goods are handled on the way.
1. If the vehicle encounters a traffic jam or breaks down on the way and cannot arrive within the time specified by the customer, it is necessary to inquire about and understand the real environment of the vehicle at the first time, then explain to the customer the delayed arrival time of its goods, and track its vehicle regularly on the way. Then inform the customer of its final arrival time.
Fourth, the goods have been signed for.
1. After the goods are unloaded at the destination customer, you should know the consignee of the goods as soon as possible and inform the customer of the receipt of the goods.
2. After the goods are signed, urge the driver or branch manager to return the receipt to the head office for receipt management and distribution within the specified time.
Customer service pre-job training
I. Language
The voice must be sweet and the tone of speech must be gentle and euphemistic. Politeness: hello, please wait a moment, not good.
Thank you for waiting.
Second, the image
Personal image is very important, no nail polish, no exposed clothes, no messy hair and no shadows.
Sound work image. Wearing a company uniform.
Third, etiquette.
Standing and sitting must have a ceremonial image, and you must not lie around in the office, and you must be warm and generous in entertaining guests.
Dignified, well-behaved, not exaggerated, not fighting with people in the office.
Fourth, behavior.
Customer service is to serve customers, and it is also the image ambassador of the company. It is not allowed to disclose confidential matters within the company, let alone allow it.
It can crack down on the company's personnel and their external companies to jointly undermine the company's image and business dealings.
Verb (short for verb) attitude
Work must be serious, think more, reflect more, think more about customers, do everything well and do more things.
Deal with every problem from the customer's point of view, focusing on the interests of the company.
Question 3: What does logistics customer service do? Logistics customer service is a person who directly faces customers. Responsibilities are as follows: 1, single number inquiry. Check the status of the guest waybill, when to arrive at the destination, etc. 2. Complaint acceptance. The customer records the company's complaints and submits them to the relevant departments for handling; 3. Answer difficult questions. Answers to all aspects of the company's process system; As for working hours, each company is different, with 24-hour service and 8-hour service. This job is not difficult to do. Generally, it can be done after some simple training.
Question 4: What is express customer service? The main job is to inquire about express delivery, that is, when the seller delivers the goods, there is no express delivery record on it, or when the buyer does not receive the goods, he will come back and ask the express delivery company. You should be responsible for following up and contact the customer service of the destination website to find out what the situation is.
If there are no problems, the work will be much easier. If there is a problem, like double eleven, many people will call to check. You should reply one by one and have a good attitude.
Question 5: What exactly does express customer service do? Answer the hotline and answer customers' questions.
Deal with immigration issues.
The courier also has problems.
These are specific tasks.
Question 6: What does logistics customer service do? Write down the job responsibilities in English:
1. Cooperate with and complete the daily logistics management delivered by the supervisor;
2. Distribution management: manage and optimize carriers, reduce overall transportation costs, make overall arrangements for daily distribution tasks, improve fault handling and recovery capabilities, and ensure timely delivery;
3. Warehouse management: responsible for the receipt, storage and distribution of materials, ensuring the consistency of accounts, materials and cards and the timely and accurate statements; Monitor inventory and storage costs to ensure material safety and improve turnover rate;
4. On-site operation management: organize and arrange on-site operation tasks such as material handling, loading and unloading and packaging, supervise and standardize business operation processes, and ensure the quality of products and services;
5. Optimization of logistics information system: design and optimize the material control management process, assist in establishing an efficient logistics information management system, and ensure the accuracy of operation;
6. Logistics equipment management: formulate logistics equipment plans and supervise their implementation, and supervise and guide the use, placement and maintenance of vehicles and other equipment;
7. Report management: responsible for preparing various related logistics management reports on time and reporting to superiors in time.
Job responsibilities:
1, coordinate the daily logistics management assigned by the management supervisor;
2. Management, distribution management, optimizing carriers, reducing overall transportation costs, making overall arrangements for daily distribution tasks, improving fault handling and recovery capabilities, and ensuring timely delivery;
3. Warehouse management: responsible for receiving and dispatching materials, ensuring timely and accurate accounts, cards, materials and various reports; Monitor inventory and storage costs to ensure material safety and improve turnover rate;
4. On-site operation management: organize and arrange materials for handling, loading and unloading and packaging on-site tasks, supervise and standardize business operation processes, and ensure the quality of products and services;
5. Optimization of logistics information system: design and optimize control management processes, assist in establishing logistics information management system, and ensure efficient operation and accuracy;
6. Logistics equipment management: formulate logistics equipment plan and supervise its implementation ...... & gt& gt
Question 7: What does logistics customer service do? Especially with the development of network, the competition between enterprises has weakened the lower limit, and the center of its competition is the competition of logistics services. The role of logistics customer service is mainly manifested in the following aspects. 1. Increasing sales revenue and customer service is usually an important element of logistics enterprises, which is directly related to the marketing of logistics enterprises. Providing time and space utility through logistics activities to meet customer needs is the output or final product of logistics enterprise functions. Logistics customer service, whether it is production logistics or market logistics, its final product is to provide some service to meet the needs of logistics customers. 2. Improving customer satisfaction Customer service is a series of activities provided by enterprises to people who buy their products or services. Looking at products from the perspective of modern marketing concept, customer service has three levels of meaning, namely, core products, formal products and extended products. As a customer, he cares about all the products he buys, that is, the physical products and the added value of the products. Logistics customer service is an important activity to provide these added values and has an important impact on customer satisfaction. Good customer service will improve the value of products and customer satisfaction. Therefore, many logistics enterprises regard customer service as an important function of enterprise logistics. 3. The choice of logistics customer service mode plays an important role in reducing the circulation cost. Low cost strategy has always been the main content of enterprise competition, and the realization of low cost often involves the whole process of commodity production and circulation. In addition to various tangible factors such as raw materials, spare parts and labor costs, soft factors such as the choice of logistics customer service mode also have a considerable impact on costs. 4. Create a supply chain value logistics service that transcends a single enterprise. As a unique service model, it organically combines suppliers, manufacturers, wholesalers and retailers into a whole-process flow system from production to consumption, which promotes the smooth flow of goods. On the other hand, through its own unique system facilities (POS, EOS, VAN, etc. ), the logistics service continuously feeds back important information such as commodity sales and inventory to all enterprises in the circulation pipeline, and through the continuous adjustment of operating resources, the whole circulation process constantly cooperates with market changes, thus creating supply chain value beyond a single enterprise in the circulation pipeline. 5. Customers are the source of enterprise profits. In the modern market economy, customers and their needs are the foundation for the establishment and development of enterprises. How to better meet the needs of customers is the key to the success of enterprises. In the past, many enterprises focused on developing new customers, but rarely studied how to retain existing customers. In fact, the strategy of retaining customers is more important. Because there is a very high correlation between old customers and the profit rate of the company, retaining old customers can retain business, and at the same time, the amortization cost of customer sales and advertising is low, especially the satisfied old customers will provide business intermediaries.
Question 8: What does express customer service do? Where are you from? This is the kind of work that delays others, that is, the things that have been sent. They should be delivered the next day, but if they are not delivered, you can call normally to check the express mail. This kind of work is also a tracking list, but newcomers generally can't do this kind of work, so let's start with ordinary customer service. After a long time, this kind of work can be done well. I haven't been exposed to express delivery before, so it's not easy to do it.
Question 9: What does express customer service mainly do? That is, the customer can't receive the package, or ask you to help query the logistics information of the package, and so on. Anyway, it is a very indignant job to help customer service solve the logistics problem of parcels.