What department should the operator be?

What kind of work does the operator belong to?

You can try keyword search such as customer service, customer service and call center.

What questions will the operator ask during the interview?

Operator, it's actually very simple. First, I have a good voice, second, I can be scolded, and third, I should be smart and eager to learn now, which basically meets the requirements.

As for academic qualifications, there is generally no requirement, unless it involves operators with advanced technology. Generally speaking, it is only required to have a good attitude, answer the guest's questions, write down the guest's complaints, and then forward them to the corresponding departments.

Of course, if you want to have a better grasp, you can learn about the history of mobile and the development of local mobile, and try to understand the meaning of other proper terms such as GSM 3G, so as not to be speechless. My classmate also asked about the company's impression and prospect forecast plan when applying for mobile executives. I also want to think about this kind of problem myself, which may give people the impression of being good at thinking.

Anyway, the interview is not too difficult. Just make more preparations and show your talents to the leaders.

What positions does the mobile customer service center have in this department besides the operator?

Take Sichuan as an example.

In addition to the boss, the overall structure of the whole customer service center is as follows:

General Department, Transportation Management Department, Service Support Department, Traffic Department I and II, and Project Operation Department.

General department: the overall comprehensive affairs (employee care, etc.) of the main management center. )

Transportation management department: mainly responsible for the connection rate index and related issues (traffic coefficient, connection rate, personnel utilization rate, whether it is necessary to recruit people, traffic analysis, etc.). ).

Service department: mainly responsible for business arrangement, service quality management, personnel training, knowledge base construction, customer complaints, crisis management, etc.

Traffic Part I and Part II: Chengdu Hotline belongs to Traffic Part I, and Leshan Hotline belongs to Traffic Part II. Traffic Department I and Department II are mainly responsible for customer traffic, monitoring service quality and site management.

Project operation department: mainly responsible for 12580, 12530990 and other related matters (this department is relatively independent, including quality management and business arrangement, etc. ).

Only the first and second telephone departments and the project operation department have operators (rank 1-3), which belong to the front desk position. The rest of the jobs and categories belong to backstage posts (level 4-5). In addition to the telephone operator, there are also on-site management, quality specialist, controller, complaint assistant, knowledge specialist, business planning, quality improvement, operation assistant, demand assistant and so on. Employees at rank 5 and subordinate institutions, and employees at rank 7 and above are regular employees of the company.

What department does customer service belong to?

China enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. However, the author believes that there are problems in the positioning, functions, processes and understanding of service personnel in most domestic enterprises, which may restrict the further development of enterprises. This paper focuses on the positioning problem.

First of all, many enterprises define the customer service department as the service window of the enterprise, which is the department that directly contacts customers (some even the only department), and most of them mainly rely on the service hotline to provide customer service, so it is easy to equate the customer service of the enterprise with the service hotline, as if the customer service is a small department of the hotline. There is nothing wrong with this positioning, which seems to be taken for granted by the customer service department, thus causing a potential problem that other departments of an enterprise do not attach importance to customer service. In fact, customer service is by no means a department matter. If other departments can also attach importance to customer service and handle the service problems that should belong to their own responsibilities, it will greatly increase the professionalism, effectiveness, pertinence and sense of responsibility of service, and make an enterprise's sense of full service reflected.

Second, at present, the customer service department in the enterprise undertakes the direct task of customer service. What is the service standard, who will make it, and the responsibility also falls on the customer service department itself. In other words, the customer service department is both an athlete, a coach and a referee on the football field; In practice, we should supervise and guide ourselves, set service standards for ourselves and judge the advantages and disadvantages. This positioning is obviously chaotic, irregular and problematic. Unfortunately, many enterprises are not aware of this.

Then, how should the customer service department position itself in the enterprise? In my opinion, enterprises should set up an authoritative and prestigious customer service department, which is the maker and evaluator of enterprise customer service standards (with the help of a third party). Its responsibility is to formulate service standards, norms, processes and information transmission methods for all departments of the enterprise. This standard is targeted, specific and quantifiable. At the same time, this department shoulders the responsibility of supervision and inspection, assessment and implementation, evaluation and improvement, just like the gendarmerie in the army is supervising the military discipline of soldiers. In this way, customer service is no longer a department matter, but an employee matter. The customer service department is a standard setter, a referee, not an athlete.

So, who will manage the original customer service work, especially the service hotline? The author strongly suggests that the service hotline should be managed by (or under) the marketing department, because the service information and opinions obtained through the hotline are one of the important basis for expanding the market. The unified arrangement of the marketing department can widely carry out active service and active marketing activities, and avoid the disadvantages of poor management of the two departments.

In fact, enterprises in China, especially well-known enterprises with foresight, have begun to plan and implement this way. The customer service department of a well-known household appliance enterprise has formulated an employee service manual to guide all employees in the enterprise how to do a good job in customer service step by step. A communication group company has set up a special customer service standard-setting department to set corresponding service standards for different departments.

* * * What is the position of the hotline operator?

Contract workers and civil servants should not be of the same nature. The key is to see the recruitment process. If it is not included in the annual recruitment of civil servants, this kind of work will definitely take the general recruitment route, which is not so strict.

What are the basic requirements of an operator?

I think the basic requirement of an operator is (1) love and dedication. (2) Proficient in business technology to ensure service quality. (3) Be polite to others, respect users, be enthusiastic in service, and be patient and considerate. (4) Observe communication discipline and strictly observe communication secrets. (5) Law-abiding, civilized production of ..........., there are many more, you can go to the technician online to find out! I hope I can help you!

What exactly does the hotel operator do and how does he do it?

Job title: switchboard operator

Direct superior: secretarial section

Responsible object: working on the company switchboard.

Work objective: to ensure the normal operation of the company's telephone communication.

Power and responsibility:

Responsible for the management of the company's telephone switchboard;

Responsible for the company's telephone transfer;

Responsible for the normal inspection and maintenance of general telephone institutions;

Responsible for the daily maintenance of telephone switchboard;

Install and check company telephone lines;

Answer the phone politely;

Telephone chat is strictly prohibited without permission;

Repair faults in time to ensure smooth communication;

All spare parts for maintenance shall be declared and purchased in time;

Responsible for the statistics of telephone charges;

Be fully responsible for the work in charge;

Familiar with the use of telephone.

Switchboard attendant standard

operator

[Job responsibilities]

1, obey the work arrangement of the assistant manager in the lobby, and provide quality services to the guests in strict accordance with the prescribed service process.

2. Stick to your post and transfer every call politely, enthusiastically, accurately and quickly.

3, strictly implement the fire safety and confidentiality system, keep the communication secret.

4. Seriously, meticulously and accurately provide wake-up service and message service for guests.

5. Be familiar with the telephone codes of major cities and regions at home and abroad, and memorize the inquiry materials of emergency repair, first aid, fire alarm, common telephones and so on of foreign-related units in this city to meet the inquiries of guests.

6. Master the names of leaders at all levels of the hotel, be familiar with the telephone numbers and service facilities of all departments of the hotel, and provide various inquiry services at any time.

7. Keep the computer room clean and tidy, maintain the equipment in good condition, and do a good job of daily cleaning and maintenance.

8. Communicate with hotel departments, solicit and listen to the opinions of guests and departments, study and solve problems in work in time, and constantly improve the work.

9. Strengthen cost control, be responsible for the use and management of computer room property and equipment, and assist the front desk supervisor to make a three-level account, so that the account is consistent with the content.

10, make a good record on duty and abide by the succession system.

Familiar with the work content of each class

morning shift

(1) Read the log, sign it and hand in the health check list.

(2) Ask the night shift staff about the implementation of the wake-up service, especially the manual wake-up and non-interruption of VIP guests.

(3) Continue to provide manual telephone wake-up service for VIP guests.

(4) Make up the call for the room that has not been awakened by the computer.

(5) Understand the VIP guests of the day, be familiar with the VIP's name, identity and room number, and understand the weather forecast of the day.

(6) Handling normal traffic.

(7) Arrange lunch in turn.

(8) Record the contents of the log book.

(9) succession.

middle shift

(1) Read the log, sign it and hand in the health check list.

(2) Ask the early shift staff about telephone transfer and don't disturb.

(3) Understand the VIP guests of the day, be familiar with the VIP's name, identity and room number, and understand the weather forecast of the day.

(4) master the guest message.

(5) Deal with the unfinished work of the early shift.

(6) Handling daily traffic work.

(7) Arrange dinner in turn.

(8) Accept the next day's wake-up service request, register it in the wake-up record book, and then input the timed wake-up machine according to different wake-up times.

(9) Record the contents of the log book. change shifts

night shift

(1) Read the log, sign it and hand in the health check list.

(2) Ask the middle shift staff about telephone transfer and don't disturb.

(3) Understand the VIP guests of the day and be familiar with the VIP's name, identity and room number.

(4) deal with the unfinished work of the middle shift.

(5) Handling daily traffic work.

(6) If there are VIP guests among the guests who need to wake up the next day, make preparations for the artificial wake-up service the next day.

(7) Listen to the weather forecast every other day and write it on the blackboard, so as to provide services for the guests.

(8) Do a good job in cleaning and hygiene.

(9) Record the matters to be handed over in the log book.

(10) Shift change ... >>

What is an operator? What do you do?

An operator is an operator. Operator's responsibilities: An operator is a department that does not have direct contact with the other party when providing services. It is more difficult and limited to serve guests by voice on the phone, because we can't see each other's expressions and various behavioral reactions, and we can only judge and thank them from their speaking speed, volume and intonation. Therefore, telephone service requires operators to have rich experience, skilled skills and enough patience. Mandarin is standard, with sweet and clear pronunciation and moderate speech speed. If you are a foreign company or hotel, you should also master certain English skills.

Main responsibilities and work contents: a. Transfer calls. B. Leave a message. C. wake-up call service. (of a hotel) D. Remember the telephone numbers of all local emergency contact units. Such as hospitals, fire brigades, public security bureaus, boats and aviation service units. , so as to contact accurately and quickly when necessary. E. Understand the international time difference, so as to provide answers to the guests' questions. F. Pay attention to the operation of fire alarm system. G. be familiar with the correct procedures in case of fire. F. Weather forecast service G. Telephone filtering (that is, do not disturb the service)

Telephone room staff need to know a wide range of information. Some of the questions asked by the guests are easy to answer, while others are difficult to answer. For questions that can't be answered immediately, you should give the guests an answer by inquiring about information or consulting others.

12345 does the operator belong to a public institution?

The convenience hotline 12345 belongs to the subordinate institution of * * * and enjoys the establishment of public institutions. Whether an operator has a career establishment depends on whether he has passed the unified recruitment examination for public institutions, and if he has passed the examination, he will have a career establishment.

12345 is a public service system, the mayor's hotline. It is a platform to help people solve difficulties and problems in life and production, pay attention to people's livelihood and listen to public opinion, and belongs to public institutions.

12345 citizen service hotline is based on the fact that there are too many citizen government service hotlines, which are inconvenient for citizens to remember. Therefore, all provinces and cities in China have adopted the way of merging service hotlines into 12345, and then transferring them through 12345 hotline center according to specific needs.

What does a mobile operator mainly do?

Mobile operators in many provinces are recruited by outsourcing to three parties, mainly for newly graduated college students. The main job is to receive customers' inquiries, inquiries and complaints by telephone, and achieve certain indicators, such as satisfaction, connection rate, call duration, etc.