Different stores have different requirements for the number of customer service staff and work content according to the scale of their own development. Large stores will divide customer service work into pre-sales customer service, in-sales customer service and after-sales customer service according to the different tasks that customer service staff are responsible for. A cross-border online store operation consists of 2 to 6 customer service staff to form a professional customer service team; small and medium-sized stores do not need such a detailed division, and 1 to 2 customer service staff can ensure the normal operation of the store.
The commercial essence of cross-border retail e-commerce is a branch of the “retail industry”, and based on the characteristics of the retail industry, customers will inevitably ask sellers a lot of questions about “products” and “services”. Therefore, the work of customer service staff to answer customer inquiries is mainly divided into two categories, one is to answer inquiries about products, and the other is to answer inquiries about services.
Since cross-border e-commerce sellers come from different countries or regions, there will be huge differences in product specifications. For example, the size of clothing, there is a big difference between the US size standard and the size standard of my country: For example, the standard of electrical equipment, there are also huge differences between countries. The electrical appliances sold by Chinese sellers can be used in Australian power sockets, but they may not be used in the UK.
These problems increase the difficulty faced by customer service staff in solving customer inquiries about products. The first and most important task of cross-border e-commerce customer service staff is to provide customers with complete answers and feasible solutions when customers raise any questions about products, no matter how complicated. This is a big challenge for the majority of Chinese sellers.
In order to perfectly solve the above two common customer inquiries, cross-border e-commerce customer service staff need to have a full and in-depth understanding of the industry and products they operate, and also have some understanding of the various technical indicators of different products in different countries.
In addition, cross-border e-commerce customer service staff must thoroughly grasp the various processes of the entire cross-border e-commerce industry, including how to implement and operate product development, logistics methods, customs clearance policies of various countries, and other links. Only when customer service staff are familiar with the industry, when customers raise questions, can customer service staff answer customers’ doubts in a timely and effective manner and encourage customers to place orders.