淘宝售后客服岗位职责

　 淘宝售后客服岗位职责

　职责一：淘宝售后客服岗位职责

　1.负责收集回头客客信息（售后客服需要加线上购物的所有客户旺旺为好友），了解并分析客户需求，规划回头客服务方案

　2.对前一天的遗留售后问题进行跟踪，负责进行有效的客户管理和沟通  

　3.负责建立客户服务团队以及培训客户代表等相关人员

　4.定期或不定期进行客户回访，以检查客户关系维护的情况

　5.负责发展维护良好的客户关系

　6.建立客户档案、质量跟踪记录等售后服务信息管理系统，对老客户进行分门别类。

　7.配合售前进行店内VIP的折上折

　8.财务/快递公司/仓管员客服、主管联系人进行相应沟通

　9.配合售前进行掌柜说、微博等的运营推广

　10.对刷交易/实际交易 产品件数每周进行相应统计，及时核对产品信息。

　职责二：淘宝售后客服岗位职责

　1、通过阿里旺旺和客户沟通，解答客户提出的各种问题，达成交易。

　(1)负责收集客户信息，了解并分析客户需求，规划客户服务方案

　(2)负责进行有效的客户管理和沟通

　(3)负责建立客户服务团队以及培训客户代表等相关人员

　(4)定期或不定期进行客户回访，以检查客户关系维护的情况

　(5)负责发展维护良好的客户关系

　(6)负责组织公司产品的售后服务工作

　(7)建立客户档案、质量跟踪记录等售后服务信息管理系统

　2、负责及时跟踪货品发货动向，及时与用户沟通，避免用户不满意。

　3、通过阿里旺旺和客户沟通，解答客户提出的各种问题，达成交易。

　(1)负责收集客户信息，了解并分析客户需求，规划客户服务方案

　(2)负责进行有效的客户管理和沟通

　(3)负责建立客户服务团队以及培训客户代表等相关人员

　(4)定期或不定期进行客户回访，以检查客户关系维护的情况

　(5)负责发展维护良好的客户关系

　(6)负责组织公司产品的售后服务工作

　(7)建立客户档案、质量跟踪记录等售后服务信息管理系统

　4、负责及时跟踪货品发货动向，及时与用户沟通，避免用户不满意。

　职责三：淘宝售后客服岗位职责

　1.熟悉淘宝运营的各项操作，工作有责任心和良好的心理素质；

　2.每分钟打字60个字以上，有良好的表达和处理疑难问题的能力，热情谦虚有耐心；

　3.处理客户咨询，解答客户疑通过淘宝旺旺聊天工具与客户沟通,解答客户疑问,引导客户下单,接听订购电话等；

　4.能熟练处理售前，售中，售后等问题，同时独立处理每一笔订单、处理收货纠纷、退换货、退款、产品损坏等问题；

　5.了解客户服务需求信息，进行有效跟踪，做好售后指导和服务工作；

　6.熟练运用公司产品，解答客户提问并落实问题；

　7.维护客户关系，并开发新客户，跟着售后处理进度汇报工作；

　sincerely, smooth mass appeal channels expression channels, do conflict investigation and the product to resolve the backlog work, maintain social stability, enhance the sense of security, improve the satisfaction degree, let the masses feel the social fairness and justice.(three) efforts to solve the problem of contact service masses "last mile"In order to strengthen the construction of service-oriented grassroots party organization as the starting point, focus on grasping the party building, to maintain stability, promote development, to further promote the vanguard of Hui Hui's people's livelihood, actions, and lay a solid foundation of innovation. The service of the masses organization party organization set up, take the mining village enterprises, the construction of "" multinational joint building "," regional construction "industry chain branch etc., continuous optimization of grassroots party organizations, Party organizations and expand the coverage of work covered. Grasp grasp leader team construction, conscientiously implement the provincial Party committee" on the further strengthening of the village Party Secretary team building meeting >, optimal selection with strong village leaders, and strengthen college-graduate village official (Village The Ministry of Education) and tracking management, focus on building a strong sense of service, service ability and strong team, grass-roots party organization Secretary style of service good. Do the development of Party member, strict entrance fall off ", implement the three class, public commitment, democratic appraisal education management system and give full play to vanguard role. As the service of the masses into the rich carrier, to further expand the" red flag terrace Kingdom party brand connotation, establish and perfect the whole villages and towns, streets and villages, community public service outlets, the implementation of the party organization and party commitment Jiannuo, twinning, window units and service industries such as instant evaluation price System, the full implementation of the "line of work", "public pipeline engineering", "five vanguard", the "party shifangang" star rating, a rating of the party, grassroots organizations to enhance service function and improve the service level. Security guarantee system, to establish a stable base group and basic public organization operation. Service fee funds safeguard mechanism, strengthen the village collective economic accumulation, promote human, money, material, further implement love and tilt to the grassroots, grassroots cadres policy, fully mobilize the enthusiasm of the service of the masses, to ensure that all work, rich work, a chapter everything.Three, step by stepThe education practice is not phased, not to engage in the transfer section. To adhere to the problem oriented, adhere to educational practice and science, insist on learning while the investigation and reform, with the "five question five check 33 assessment" as the carrier, the education, the implementation of the rectification, the entire chapter formed, the masses comments throughout. The aspects of education practice activities work effectively with each other through.(a) learning education, listen to opinions1, deep into the thought of launch. The township units in the province to thoroughly understand the central and municipal spirit, God, listen to opinions based on, combined with the actual development of the implementation plan, and timely mobilization, unified thought, improve knowledge, carefully arranged to start the single unit of educational practice implementation case should be reported. The steering group audit checks. Together with the organization held a mobilization meeting, Party members and cadres do, subordinate units responsible person, invite some two members on behalf of a service object, and representatives of the masses, to guide the leadership style and team member status into comments.2, do a good job learning education. Organize cadres to seriously study the learning theory of socialism Chinese characteristics, study the party's glorious history and fine traditions of the study of eighteen, eighteen of the Third Plenary Session of the Central Committee and general secretary Xi Jinping speak speech series, learning the central and provincial, city, County to carry out education activities "opinions < > >, scheme and related meeting spirit. To carry out the ideals and beliefs, party spirit and discipline and moral education, to carry out the view of Marx's view of masses and the party's mass line thematic study discussion, carry out the fundamental realities and the situation of reform and development of education, to guide the party members and cadres complement the spirit of calcium" , built the ideological soul of the building, the party's mass line in all Party members, cadres are deep rooted, the practice of the party's fundamental purpose to become party members, cadres of the general consciousness. Adhere to the combination of study, practice, and more focus on practical thought and work practice learning, positive transformation of the subjective world, really to solve the world outlook, outlook on life and values of the "total switch" in order to solve the problem, who, who rely on, who is my problem. The county authorities at the county level, county departments and township streets, Party members and cadres should be organized from learning, thematic discussion, conscientiously carry out one more special counseling, focus on more than one time On more than one special Xuanxuan a warning education, and a theoretical essay "Five" activities. The set of learning time is not less than 11 weeks. The other party organizations can be used to send home to learn, distance education, learning distribution data, organization of Party members and cadres to study. The party members in rural areas especially the flow of Party members, to make full use of the Spring Festival to return home opportunity, grasp learning education slack season.3, to solicit opinions. About the improvement of "four winds", and "face to face" and "back to back" with "," individual listening "and" collective body talk "combination" into the masses "and" listen "to organize the masses to comment on" combination, deep into the line, the masses, in-depth agricultural farmers carry out the door, more people, and find out what people hope? Come to communicate stream views, listen to their suggestions on what? Come to visit the poor and the suffering grasp the masses lack what, what is the content of the "three home" to go visit a large research activities, listen to their opinions. Italy kejiyishang cadres should be deep into the "double". Basic unit and service object to carry out the investigation research Listen to the advice, take, especially to listen to the people's congress deputies, CPPCC members and cadres of opinion, attention to letters and visits and other delivery door views. Prevent mutual comments "travel document", "letter letter often", "like a swarm of bees" grassroots, heavy repeated comments. To seek to Italy opinions and suggestions, according to the team and individual people to be arranged to sort out the juice and juice flavor feedback to the team and individual.(two) revealing problems, carry out criticism.1, around the four winds to find the problem. People insist on honest and pragmatic requirements, ideal control theory, constitution and discipline, and the popular voice of the people, the ancestors of advanced surrounded by mirrors, take the higher point, you mention, to find their own, collective discussion, mutual help, mass rating methods, Wen de ZaZa lost. Asked to check Yong, lazy, ask frequently check, asked the performance check, ask low check corruption, revealing put the vital interests of the masses of the "four winds". All levels of government and business sector units to control the provisions of the central eight "and opposition party and government austerity Waste Regulations > wave, provincial double ten" regulations, "article twelve" provisions of the municipal Party committee and county Party committee of ToJanuary 1943, "loyalty save" jiaxing station webmaster Li Yinglong received by Lieutenant Colonel Tong bei action Corps Headquarters transferred secret: "limited action within 24

　sincerely, smooth mass appeal channels expression channels, do conflict investigation and the product to resolve the backlog work, maintain social stability, enhance the sense of security, improve the satisfaction degree, let the masses feel the social fairness and justice.(three) efforts to solve the problem of contact service masses "last mile"In order to strengthen the construction of service-oriented grassroots party organization as the starting point, focus on grasping the party building, to maintain stability, promote development, to further promote the vanguard of Hui Hui's people's livelihood, actions, and lay a solid foundation of innovation. The service of the masses organization party organization set up, take the mining village enterprises, the construction of "" multinational joint building "," regional construction "industry chain branch etc., continuous optimization of grassroots party organizations, Party organizations and expand the coverage of work covered. Grasp grasp leader team construction, conscientiously implement the provincial Party committee" on the further strengthening of the village Party Secretary team building meeting >, optimal selection with strong village leaders, and strengthen college-graduate village official (Village The Ministry of Education) and tracking management, focus on building a strong sense of service, service ability and strong team, grass-roots party organization Secretary style of service good. Do the development of Party member, strict entrance fall off ", implement the three class, public commitment, democratic appraisal education management system and give full play to vanguard role. As the service of the masses into the rich carrier, to further expand the" red flag terrace Kingdom party brand connotation, establish and perfect the whole villages and towns, streets and villages, community public service outlets, the implementation of the party organization and party commitment Jiannuo, twinning, window units and service industries such as instant evaluation price System, the full implementation of the "line of work", "public pipeline engineering", "five vanguard", the "party shifangang" star rating, a rating of the party, grassroots organizations to enhance service function and improve the service level. Security guarantee system, to establish a stable base group and basic public organization operation. Service fee funds safeguard mechanism, strengthen the village collective economic accumulation, promote human, money, material, further implement love and tilt to the grassroots, grassroots cadres policy, fully mobilize the enthusiasm of the service of the masses, to ensure that all work, rich work, a chapter everything.Three, step by stepThe education practice is not phased, not to engage in the transfer section. To adhere to the problem oriented, adhere to educational practice and science, insist on learning while the investigation and reform, with the "five question five check 33 assessment" as the carrier, the education, the implementation of the rectification, the entire chapter formed, the masses comments throughout. The aspects of education practice activities work effectively with each other through.(a) learning education, listen to opinions1, deep into the thought of launch. The township units in the province to thoroughly understand the central and municipal spirit, God, listen to opinions based on, combined with the actual development of the implementation plan, and timely mobilization, unified thought, improve knowledge, carefully arranged to start the single unit of educational practice implementation case should be reported. The steering group audit checks. Together with the organization held a mobilization meeting, Party members and cadres do, subordinate units responsible person, invite some two members on behalf of a service object, and representatives of the masses, to guide the leadership style and team member status into comments.2, do a good job learning education. Organize cadres to seriously study the learning theory of socialism Chinese characteristics, study the party's glorious history and fine traditions of the study of eighteen, eighteen of the Third Plenary Session of the Central Committee and general secretary Xi Jinping speak speech series, learning the central and provincial, city, County to carry out education activities "opinions < > >, scheme and related meeting spirit. To carry out the ideals and beliefs, party spirit and discipline and moral education, to carry out the view of Marx's view of masses and the party's mass line thematic study discussion, carry out the fundamental realities and the situation of reform and development of education, to guide the party members and cadres complement the spirit of calcium" , built the ideological soul of the building, the party's mass line in all Party members, cadres are deep rooted, the practice of the party's fundamental purpose to become party members, cadres of the general consciousness. Adhere to the combination of study, practice, and more focus on practical thought and work practice learning, positive transformation of the subjective world, really to solve the world outlook, outlook on life and values of the "total switch" in order to solve the problem, who, who rely on, who is my problem. The county authorities at the county level, county departments and township streets, Party members and cadres should be organized from learning, thematic discussion, conscientiously carry out one more special counseling, focus on more than one time On more than one special Xuanxuan a warning education, and a theoretical essay "Five" activities. The set of learning time is not less than 11 weeks. The other party organizations can be used to send home to learn, distance education, learning distribution data, organization of Party members and cadres to study. The party members in rural areas especially the flow of Party members, to make full use of the Spring Festival to return home opportunity, grasp learning education slack season.3, to solicit opinions. About the improvement of "four winds", and "face to face" and "back to back" with "," individual listening "and" collective body talk "combination" into the masses "and" listen "to organize the masses to comment on" combination, deep into the line, the masses, in-depth agricultural farmers carry out the door, more people, and find out what people hope? Come to communicate stream views, listen to their suggestions on what? Come to visit the poor and the suffering grasp the masses lack what, what is the content of the "three home" to go visit a large research activities, listen to their opinions. Italy kejiyishang cadres should be deep into the "double". Basic unit and service object to carry out the investigation research Listen to the advice, take, especially to listen to the people's congress deputies, CPPCC members and cadres of opinion, attention to letters and visits and other delivery door views. Prevent mutual comments "travel document", "letter letter often", "like a swarm of bees" grassroots, heavy repeated comments. To seek to Italy opinions and suggestions, according to the team and individual people to be arranged to sort out the juice and juice flavor feedback to the team and individual.(two) revealing problems, carry out criticism.1, around the four winds to find the problem. People insist on honest and pragmatic requirements, ideal control theory, constitution and discipline, and the popular voice of the people, the ancestors of advanced surrounded by mirrors, take the higher point, you mention, to find their own, collective discussion, mutual help, mass rating methods, Wen de ZaZa lost. Asked to check Yong, lazy, ask frequently check, asked the performance check, ask low check corruption, revealing put the vital interests of the masses of the "four winds". All levels of government and business sector units to control the provisions of the central eight "and opposition party and government austerity Waste Regulations > wave, provincial double ten" regulations, "article twelve" provisions of the municipal Party committee and county Party committee of ToJanuary 1943, "loyalty save" jiaxing station webmaster Li Yinglong received by Lieutenant Colonel Tong bei action Corps Headquarters transferred secret: "limited action within 241 / 1

　sincerely, smooth mass appeal channels expression channels, do conflict investigation and the product to resolve the backlog work, maintain social stability, enhance the sense of security, improve the satisfaction degree, let the masses feel the social fairness and justice.(three) efforts to solve the problem of contact service masses "last mile"In order to strengthen the construction of service-oriented grassroots party organization as the starting point, focus on grasping the party building, to maintain stability, promote development, to further promote the vanguard of Hui Hui's people's livelihood, actions, and lay a solid foundation of innovation. The service of the masses organization party organization set up, take the mining village enterprises, the construction of "" multinational joint building "," regional construction "industry chain branch etc., continuous optimization of grassroots party organizations, Party organizations and expand the coverage of work covered. Grasp grasp leader team construction, conscientiously implement the provincial Party committee" on the further strengthening of the village Party Secretary team building meeting >, optimal selection with strong village leaders, and strengthen college-graduate village official (Village The Ministry of Education) and tracking management, focus on building a strong sense of service, service ability and strong team, grass-roots party organization Secretary style of service good. Do the development of Party member, strict entrance fall off ", implement the three class, public commitment, democratic appraisal education management system and give full play to vanguard role. As the service of the masses into the rich carrier, to further expand the" red flag terrace Kingdom party brand connotation, establish and perfect the whole villages and towns, streets and villages, community public service outlets, the implementation of the party organization and party commitment Jiannuo, twinning, window units and service industries such as instant evaluation price System, the full implementation of the "line of work", "public pipeline engineering", "five vanguard", the "party shifangang" star rating, a rating of the party, grassroots organizations to enhance service function and improve the service level. Security guarantee system, to establish a stable base group and basic public organization operation. Service fee funds safeguard mechanism, strengthen the village collective economic accumulation, promote human, money, material, further implement love and tilt to the grassroots, grassroots cadres policy, fully mobilize the enthusiasm of the service of the masses, to ensure that all work, rich work, a chapter everything.Three, step by stepThe education practice is not phased, not to engage in the transfer section. To adhere to the problem oriented, adhere to educational practice and science, insist on learning while the investigation and reform, with the "five question five check 33 assessment" as the carrier, the education, the implementation of the rectification, the entire chapter formed, the masses comments throughout. The aspects of education practice activities work effectively with each other through.(a) learning education, listen to opinions1, deep into the thought of launch. The township units in the province to thoroughly understand the central and municipal spirit, God, listen to opinions based on, combined with the actual development of the implementation plan, and timely mobilization, unified thought, improve knowledge, carefully arranged to start the single unit of educational practice implementation case should be reported. The steering group audit checks. Together with the organization held a mobilization meeting, Party members and cadres do, subordinate units responsible person, invite some two members on behalf of a service object, and representatives of the masses, to guide the leadership style and team member status into comments.2, do a good job learning education. Organize cadres to seriously study the learning theory of socialism Chinese characteristics, study the party's glorious history and fine traditions of the study of eighteen, eighteen of the Third Plenary Session of the Central Committee and general secretary Xi Jinping speak speech series, learning the central and provincial, city, County to carry out education activities "opinions < > >, scheme and related meeting spirit. To carry out the ideals and beliefs, party spirit and discipline and moral education, to carry out the view of Marx's view of masses and the party's mass line thematic study discussion, carry out the fundamental realities and the situation of reform and development of education, to guide the party members and cadres complement the spirit of calcium" , built the ideological soul of the building, the party's mass line in all Party members, cadres are deep rooted, the practice of the party's fundamental purpose to become party members, cadres of the general consciousness. Adhere to the combination of study, practice, and more focus on practical thought and work practice learning, positive transformation of the subjective world, really to solve the world outlook, outlook on life and values of the "total switch" in order to solve the problem, who, who rely on, who is my problem. The county authorities at the county level, county departments and township streets, Party members and cadres should be organized from learning, thematic discussion, conscientiously carry out one more special counseling, focus on more than one time On more than one special Xuanxuan a warning education, and a theoretical essay "Five" activities. The set of learning time is not less than 11 weeks. The other party organizations can be used to send home to learn, distance education, learning distribution data, organization of Party members and cadres to study. The party members in rural areas especially the flow of Party members, to make full use of the Spring Festival to return home opportunity, grasp learning education slack season.3, to solicit opinions. About the improvement of "four winds", and "face to face" and "back to back" with "," individual listening "and" collective body talk "combination" into the masses "and" listen "to organize the masses to comment on" combination, deep into the line, the masses, in-depth agricultural farmers carry out the door, more people, and find out what people hope? Come to communicate stream views, listen to their suggestions on what? Come to visit the poor and the suffering grasp the masses lack what, what is the content of the "three home" to go visit a large research activities, listen to their opinions. Italy kejiyishang cadres should be deep into the "double". Basic unit and service object to carry out the investigation research Listen to the advice, take, especially to listen to the people's congress deputies, CPPCC members and cadres of opinion, attention to letters and visits and other delivery door views. Prevent mutual comments "travel document", "letter letter often", "like a swarm of bees" grassroots, heavy repeated comments. To seek to Italy opinions and suggestions, according to the team and individual people to be arranged to sort out the juice and juice flavor feedback to the team and individual.(two) revealing problems, carry out criticism.1, around the four winds to find the problem. People insist on honest and pragmatic requirements, ideal control theory, constitution and discipline, and the popular voice of the people, the ancestors of advanced surrounded by mirrors, take the higher point, you mention, to find their own, collective discussion, mutual help, mass rating methods, Wen de ZaZa lost. Asked to check Yong, lazy, ask frequently check, asked the performance check, ask low check corruption, revealing put the vital interests of the masses of the "four winds". All levels of government and business sector units to control the provisions of the central eight "and opposition party and government austerity Waste Regulations > wave, provincial double ten" regulations, "article twelve" provisions of the municipal Party committee and county Party committee of ToJanuary 1943, "loyalty save" jiaxing station webmaster Li Yinglong received by Lieutenant Colonel Tong bei action Corps Headquarters transferred secret: "limited action within 24