客服操作Customer Service Operation

Job Highlights: Complete knowledge framework training to quickly become a professional talent

職位描述JOB DESCRIPTION

主要工作內(nèi)容包括The main service contents include:： 　　

1. **客戶咨詢**：回答客戶關(guān)于貨物運輸?shù)淖稍?，包括價格、運輸路線、時間、所需文件等。
2. **訂單處理**：接收并確認客戶的運輸訂單，包括貨物的詳細信息、目的地、交貨期限等。在公司的操作系統(tǒng)中錄入訂單信息，更新貨物狀態(tài)，生成相關(guān)報告。

3. **運輸安排**：根據(jù)客戶需求和貨物特性，安排合適的運輸方式和路線，包括海運、空運、陸運或多式聯(lián)運。
4. **文件準(zhǔn)備**：準(zhǔn)備和審核貨物運輸所需的各種文件，如商業(yè)發(fā)票、裝箱單、原產(chǎn)地證明、出口許可等。
5. **訂艙和報關(guān)**：與承運人聯(lián)系，安排訂艙，并協(xié)助客戶處理貨物的出口報關(guān)手續(xù)。
6. **跟蹤貨物**：監(jiān)控貨物的運輸狀態(tài)，確保貨物按時到達目的地，并及時向客戶反饋信息。
7. **費用核算**：計算運輸過程中產(chǎn)生的各種費用，包括運費、保險費、雜費等，并開具發(fā)票。
8. **處理異常**：解決運輸過程中出現(xiàn)的任何問題，如貨物損壞、延誤、丟失等，并與客戶協(xié)商解決方案。
9. **保險安排**：根據(jù)客戶需求，安排貨物運輸保險。
10. **財務(wù)結(jié)算**：與客戶和供應(yīng)商進行財務(wù)結(jié)算，確保款項及時支付和收取。

11. **培訓(xùn)和指導(dǎo)**：對新員工進行業(yè)務(wù)培訓(xùn)，分享操作經(jīng)驗和技巧。

1. * * Customer Consultation * *: Answer customer inquiries about cargo transportation, including prices, transportation routes, time, required documents, etc.
2. * * Order Processing * *: Receive and confirm the customer's transportation order, including detailed information about the goods, destination, delivery deadline, etc. Enter order information into the company's operating system, update the status of goods, and generate relevant reports.
3. * * Transportation Arrangement * *: Based on customer needs and the characteristics of the goods, arrange suitable transportation methods and routes, including sea, air, land, or multimodal transport.
4. * * Document Preparation * *: Prepare and review various documents required for the transportation of goods, such as commercial invoices, packing lists, certificates of origin, export permits, etc.
5. * * Booking and Customs Clearance * *: Contact the carrier, arrange booking, and assist the customer in handling the export customs clearance procedures for the goods.
6. * * Tracking goods * *: Monitor the transportation status of goods, ensure that they arrive at their destination on time, and provide timely feedback to customers.
7. * * Cost accounting * *: Calculate various costs incurred during transportation, including freight, insurance, miscellaneous fees, etc., and issue invoices.
8. * * Handling exceptions * *: Resolve any issues that arise during transportation, such as damage, delay, loss, etc., and negotiate solutions with customers.
9. * * Insurance Arrangement * *: Arrange cargo transportation insurance according to customer needs.
10. * * Financial Settlement * *: Conduct financial settlements with customers and suppliers to ensure timely payment and collection of funds.
11. * * Training and guidance * *: Provide business training to new employees, share operational experience and skills.

貨代公司客服操作的工作既要求良好的溝通協(xié)調(diào)能力，也需要對國際運輸流程和相關(guān)法規(guī)有深入了解。此外，隨著國際貿(mào)易的發(fā)展，客服操作人員還需要不斷學(xué)習(xí)新的知識和技能，以適應(yīng)市場的變化?！?

The job of customer service operation in freight forwarding companies requires both good communication and coordination skills, as well as a deep understanding of international transportation processes and relevant regulations. In addition, with the development of international trade, customer service operators also need to constantly learn new knowledge and skills to adapt to market changes.

要求Requirement:：

(1) 經(jīng)驗：可以沒有經(jīng)驗，但是要有學(xué)習(xí)能力，公司提供完整的培訓(xùn)體系。

(2) 職業(yè)素養(yǎng)：有涵養(yǎng)，包容性強，學(xué)習(xí)能力強，快速接受新產(chǎn)品知識；

(3) 交際能力：語言表達能力強，對人知道何時、何地、面對何種情況、適合用何種語言表達，懂得一定的關(guān)系處理，具有一定的人格魅力，第一印象好，能給客戶信任感；

(4) 應(yīng)變能力：頭腦靈活，現(xiàn)場應(yīng)變能力強，能夠主動掌控話題并恰當(dāng)解決問題；

(5) 工作態(tài)度：態(tài)度熱情，積極主動，能及時為客戶服務(wù)，不計較個人得失，有奉獻精神。

(1) Experience: You may not have experience, but you need to have the ability to learn. The company provides a complete training system.
(2) Professional ethics: possessing cultivation, strong inclusiveness, strong learning ability, and quick acceptance of new product knowledge;
(3) Communication skills: Strong language expression ability, knowing when, where, in what situation, and what language is suitable for expressing oneself to people, understanding certain relationship management, possessing certain personality charm, having a good first impression, and able to give customers a sense of trust;
(4) Adaptability: flexible mind, strong on-site adaptability, able to actively control topics and solve problems appropriately;
(5) Work attitude: Passionate, proactive, able to provide timely customer service, not concerned about personal gains and losses, with a spirit of dedication.