电商客服岗位核心技能体系研究——以三只松鼠股份有限公司为例

Research on Core Skill System of E-commerce Customer Service Position—illustrated by the Case of Three Squirrels Limited by Share Ltd

客服作为当今电商企业必不可少且需求量最多的工作岗位,是高职院校相关毕业生的求职方向之一。高校应顺应时代发展,培养满足企业需求的客服人员及相关管理人才;电商企业也应找到正确的方法及思路,提升客服的接待能力、问题解决能力,促进二次购买。以三只松鼠股份有限公司客服人员的实际工作、培养方式、管理制度等为例,阐述客服岗位的核心技能体系,为高校相应改革及电商企业人才培养提出建议,也为广大求职者提供参考。

Customer service is an essential and the largest demand position in the electricity supplier enterprise today,and it is one of the employment direction of higher vocational college related graduates.Colleges and universities should adapt to the development of the times and train customer service personnel and related management talents that are suitable for the needs of enterprises.The electricity supplier enterprises should also find the right ways and ideas to improve customer service reception ability and problem solving ability,then promote consumers to buy again.Taking practical work,training methods and management system of customer service staff in Three Squirrels Limited by Share Ltd.’s as examples,this paper expounds the core skill system of customer service posts and puts forward suggestions for the corresponding reform in higher vocational colleges and talent training in enterprises.