客服操作Customer Service Operation

客服操作Customer Service Operation

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

职位描述JOB DESCRIPTION

主要工作内容包括The main service contents include:： 　　

1. **客户咨询**：回答客户关于货物运输的咨询，包括价格、运输路线、时间、所需文件等。
2. **订单处理**：接收并确认客户的运输订单，包括货物的详细信息、目的地、交货期限等。在公司的操作系统中录入订单信息，更新货物状态，生成相关报告。

3. **运输安排**：根据客户需求和货物特性，安排合适的运输方式和路线，包括海运、空运、陆运或多式联运。
4. **文件准备**：准备和审核货物运输所需的各种文件，如商业发票、装箱单、原产地证明、出口许可等。
5. **订舱和报关**：与承运人联系，安排订舱，并协助客户处理货物的出口报关手续。
6. **跟踪货物**：监控货物的运输状态，确保货物按时到达目的地，并及时向客户反馈信息。
7. **费用核算**：计算运输过程中产生的各种费用，包括运费、保险费、杂费等，并开具发票。
8. **处理异常**：解决运输过程中出现的任何问题，如货物损坏、延误、丢失等，并与客户协商解决方案。
9. **保险安排**：根据客户需求，安排货物运输保险。
10. **财务结算**：与客户和供应商进行财务结算，确保款项及时支付和收取。

11. **培训和指导**：对新员工进行业务培训，分享操作经验和技巧。

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.

货代公司客服操作的工作既要求良好的沟通协调能力，也需要对国际运输流程和相关法规有深入了解。此外，随着国际贸易的发展，客服操作人员还需要不断学习新的知识和技能，以适应市场的变化。　

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) 经验：可以没有经验，但是要有学习能力，公司提供完整的培训体系。

(2) 职业素养：有涵养，包容性强，学习能力强，快速接受新产品知识；

(3) 交际能力：语言表达能力强，对人知道何时、何地、面对何种情况、适合用何种语言表达，懂得一定的关系处理，具有一定的人格魅力，第一印象好，能给客户信任感；

(4) 应变能力：头脑灵活，现场应变能力强，能够主动掌控话题并恰当解决问题；

(5) 工作态度：态度热情，积极主动，能及时为客户服务，不计较个人得失，有奉献精神。

(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.