感恩有您，驻守卫士——成都电服中心抗疫服务纪实
Kudos to our Hero: A glimpse into Chengdu Online Customer Service Center’s fight against COVID
金秋九月，丹桂飘香，这个九月，烟火成都再次遭遇新冠疫情的袭击，在面临小区封控、职场封控、倡导居家办公、全城静默等诸多挑战下，成都电服中心在公司各级领导、各部门的支持与帮助下，第一时间启动疫情防控预案，全力支持全国客服电话95550保障7*24小时服务，坚持以客户为中心的服务理念，保障成都电服中心的正常运营，平稳顺利地通过此次挑战。
在这里，有这样一群战斗在一线的客服卫士，她们驻扎职场半月有余，在职场里经历了四川泸定6.8级地震，也度过了别样的中秋佳节。她们勇于担当，坚守岗位，给居家办公的伙伴提供强有力的业务支撑，树立模范先锋榜样；她们团结友爱，互帮互助，她们是同事，是姐妹，是亲人，更是一群可爱、可敬的客服人。
电服中心三组团队长余红燕，四组团队长梁丹，她们都是孩子的母亲，在驻守职场的期间里，每天早上7点起床，一直忙到晚上10点多，带领职场8名伙伴紧张有序的开展工作。做好监控指标、忙线支援、协调班次、协调职场各类临时突发事务，如自然灾害天气话量激增、居家办公同事系统网络不稳定、紧急咨诉处理等；肩负起后勤保障工作，每天早上为大家煮鸡蛋准备早餐，晚上为了让大家更好休息，组织职场不上班的伙伴们开展文娱活动，如跳绳、跳健身操，图书阅读，此时的大家欢声笑语，仿佛又回到了大学时代的集体生活，每当夜晚来临，偶尔传来一些喃喃细语，那是对家人的思念和诉说。
驻守客服：黄梅、程立兰、易春燕、陈玉、谯红荣、刘梦琴、王玲玲、张彩霞，她们的平均年龄约为28岁，得知疫情形势严峻后，立即响应公司号召，收拾行囊第一时间奔赴职场。大家好像有默契似的，都不约而同地带上了行李箱，装着换洗衣物、洗漱用品，有的伙伴还带了家里特地准备的爱心餐，有大米、水果、凉拌鸡片，甚至还有调料，做好了长期战斗在一线的准备。不出所料，成都市疫情指挥部通知全城静默三天后，第二次通知还有三天，第三次通知却没有了具体解封期限，最后大家默默坚守到全面解封。她们把公司当成了自己的家，在这里除了忙碌的工作，难得的空闲时间承担起了职场清扫、绿植浇灌的任务，当有的伙伴和家人打过电话或视频后湿润眼眶时，彼此相互安慰，排解压力，加油打气！
成都IT：申亚魁，公司资深IT，入司15年。疫情期间IT的工作尤为繁杂和重要，承担着成都整个中心的运营保障。在疫情驻守职场期间，突遇机房空调漏水，每隔4小时需清理一次积水，每天奔波于机房和职场位置，帮助指导居家办公同事远程操作，及时处理各种系统问题，和电服伙伴一道守护着成都电服中心的顺畅运营。
虽然疫情阻隔了空间的距离，却阻挡不了大家温暖的爱心传递。电服中心领导、运营后勤支持、客服同事每天在疫情工作微信群里关注着大家在职场的生活、工作情况，居家办公员工的疫情防护、工作生活物资保障等，为疫情防控一线的伙伴们送去温暖，一日三餐、方便食品、消毒防疫物资、生活用品等，尽可能为大家营造舒心、舒适温暖有爱的工作环境。
9月19日，成都终于迎来云开“疫”散，你们可以回家啦。有一种感动叫“我选择”，有一种温暖叫“我愿意”，微光点点，汇聚星河，感谢你们！你们舍小家为大家的精神令人敬佩，你们的坚守和付出致以崇高的感谢和敬意！正是大家凝心聚力、携手并肩，才能攻坚克难；感谢你们，是你们用共筑的宝贵爱心，坚定不移地守护着成都电服中心的稳定运营！
In September, Chengdu was unfortunately taken a toll by the pandemic. Despite challenges such as community and workplace pandemic control measures, work-from-home arrangement, and city-wide lockdown, our management and various departments at Chengdu Online Customer Service Center timely activated the pandemic protocol. Stay true to our customer-centric approach, they provided full support for the national customer service number 95550 to ensure round-the-clock services, and maintained the normal operation of the center. We could not have weathered the storm so smoothly without their hard work.
Notably, there is a group of front-line customer service staff who have been stationed in the workplace for more than half a month. During their stay, they experienced the 6.8-magnitude Sichuan Luding earthquake and spent a special Mid-Autumn Festival in the workplace. They took the responsibility, carried out their work and provided strong business support to partners working from home, setting an outstanding example for all of us. We are not only colleagues, but only also part of our big family.
Yu Hongyan and Liang Dan, team leaders of group three and four of the center, are both mothers. During the period when they were stationed in the workplace, they got up at 7:00 every morning and worked until 10:00 in the evening, leading 8 colleagues to carry out the work despite the challenges. They were monitoring indicators, supporting busy lines, coordinating shifts and all kinds of temporary emergency situations in the workplace, such as the surge in calls related natural disasters, unstable system networks for work-from-home colleagues, emergency consultation and complaint handling, etc. In the morning, they prepared breakfast for everyone; in the evening, they organized recreational activities, such as rope skipping, aerobics, and book reading, to boost morale and make sure everyone is having a good time even though they are away from their families.
The stationed customer service staff include: Huang Mei, Cheng Lilan, Yi Chunyan, Chen Yu, Qiao Hongrong, Liu Mengqin, Wang Lingling, Zhang Caixia. These young people with an average age of about 28 years old responded to the company’s call for help and stepped up to support. Knowing what’s going to happen, they brough all the supplies they need, committing to days of isolation. As expected, the Chengdu Epidemic Headquarters enforced three days of city-wide lockdown and more. In the end, all of them held it together until the lockdown was fully lifted. When they were not working, they also took time to clean the workplace and watered the plants, as well as meeting partners and families via video calls.
Shen Yakui, our senior IT technician in Chengdu who has been in the company for 15 years, had a particularly important job. During the epidemic, his works were particularly complicated and vital as he is responsible for making sure things operate smoothly. He even needed to regularly drain the water when the server room was flooded, while helping work-from-home colleagues on their questions.
Although the epidemic has separated us, it does not stop us from caring and loving each other. The management team, the back office, and customer service staff closely watched everyone’s situation, and delivered supplied and showed support for the partners on the front line of fight the pandemic, making sure they are not alone.
On 19 September, Chengdu lifted the lockdown and all of their contributions and sacrifices have paid off. I would like to express my sincere gratitude and respect for everyone’s persistence and dedication! It is only with everyone’s concerted efforts that we can overcome these difficulties. Thank you for your warm regards and unswerving support of the stable operation of the Chengdu Online Customer Service Center.