INTRODUCTION

Purpose and Scope of Manual

The purpose of the manual for the services department is to provide clear and comprehensive
guidance on the policies, procedures, and best practices that govern the delivery of services
within the department. The manual will outline the roles and responsibilities of staff members, as
well as provide detailed instructions on how to carry out various tasks and processes.

The scope of the manual will vary depending on the specific services provided by the
department, but it will generally cover topics such as customer service, service delivery
processes, quality assurance, communication protocols, and performance measurement. The
manual would also be regularly reviewed and updated to reflect changes in the department's
operations and any new policies or regulations.

Overview of Services Department

The service department is managed by a service manager and an assistant manager, with two
team leads who oversee a total of 9 Account Managers. Each AM is responsible for an average
of 60 clients throughout the year.

The main responsibility of the service department is to provide customer support to clients who
use Alibaba's services. The AMs in the department are responsible for assisting their clients
throughout the year, which includes tasks such as providing training, diagnosing account issues,
and completing various tasks on behalf of their clients.

The AMs work closely with the clients to understand their specific needs and requirements and
provide personalized solutions to address them. They also serve as the primary point of contact
for clients, handling all inquiries, concerns, and issues related to their accounts.

In addition to customer support, the service department also works to ensure that all clients are
fully utilizing Alibaba's services and taking advantage of all available features and resources.
This includes providing regular updates on new features and services, as well as offering
guidance and advice on how to optimize their accounts to achieve the best results.

Overall, the service department plays a crucial role in ensuring that Alibaba's clients have a
positive and successful experience using their services, and that their needs are met at every
stage of their relationship with the company

Overview of Alibaba Packages

Alibaba.com provides five different membership options, including Basic, Basic Plus, Basic Pro,
Standard, and Premium, each with unique features, benefits, pricing, and a one-year service
period. The packages vary in the number of RFQs and showcases provided, as well as other
features such as keyword advertising and access to customer support. The cost of each package
depends on the user's location and the specific features they choose, and users can renew their
membership to continue using the platform's features. Alibaba.com also offers a range of
services, including advertising, marketing, logistics, and product listing optimization, to help
businesses succeed and expand their reach on the platform.

Here's an overview of each membership package:

1. Basic: This is the most basic membership package offered by Alibaba.com. It comes with
20 RFQs (Requests for Quotations) and 5 showcases, and is free for users to sign up for. The
service period for this package is one year.
2. Basic Plus: This package includes 60 RFQs and 20 showcases, as well as additional
features such as priority ranking in search results and access to customer support. The service
period for this package is also one year.
3. Basic Pro: This package includes the same number of RFQs and showcases as Basic Plus,
but also comes with a $500 keyword advertising balance that can be used to run paid campaigns
on Alibaba.com. The service period for this package is one year.
4. Standard: This package includes the same number of RFQs and showcases as Basic Pro,
but comes with a $1000 cash credit for keyword advertising on the platform. The service period
for this package is also one year.
5. Premium: This package includes the same features as Standard, but comes with a
$1500cash credit for keyword advertising. The service period for this package is one year.

Service
Manager

Aisttant
Manager

Team Lead Team Lead