ONLINE CUSTOMER SERVICE (KL)

在线客服工作职责： 通过线上渠道（如聊天、邮件、社交媒体）及时回应客户的询问和问题。 提供准确、专业的产品或服务信息，帮助客户解决遇到的问题。 处理客户的投诉和反馈，积极解决问题并提升客户满意度。 记录客户咨询和问题，整理并反馈给相关部门，以促进产品或服务的改进。 遵守公司制定的客服流程和标准，确保服务质量和客户体验。 了解公司最新产品、服务和促销活动，为客户提供最新信息。 在需要时将复杂问题或无法解决的问题上报给主管或相关部门。 定期总结客户常见问题，提出改进建议以优化工作流程。 Online Customer Service Job Responsibilities: Respond promptly to customer inquiries and issues through online channels (e.g., chat, email, social media). Provide accurate and professional product or service information, helping customers resolve their problems. Handle customer complaints and feedback, actively resolving issues to enhance customer satisfaction. Record customer inquiries and issues, organizing and reporting them to relevant departments for product or service improvements. Follow the company's customer service processes and standards to ensure service quality and a positive customer experience. Stay updated on the company’s latest products, services, and promotions to provide the most current information to customers. Escalate complex or unresolved issues to supervisors or relevant departments when necessary. Regularly summarize common customer issues and propose improvement suggestions to optimize workflow.