Anti -cancer Baoma's workplace: I am in Ali Dangyun customer service

The illness caused her to teach the fate's wind and rain; with the encouragement of her family, she continued to live strongly and moved forward as always; a job made her realize her self -worth and regained dignity.

Wen | Fang Xing

Edit | Golden

Operation | Painting Fire

Make an emotional sponge

Wang Haizhu is rarely excited at night.

It was November 1 last year, the night fell, and the moment the carnival began, a huge amount of consumers poured into Taobao. Wang Haizhu, 35, has been sitting in front of the screen, waiting for customers who are waiting for the online consultation, and sweat slightly on the keyboard. She hasn't been so nervous for a long time.

The screen instantly popped up the dialog box, with the tone of questioning: "How does the lotion this time different from the taste I bought last time?"

As a platform cloud customer service, Wang Haizhu's previous work was mainly to answer customers' pre -sale consultation. She never faced the conflict between customers and merchants, but now, she must scramble for time and answer customer questions.

She chose to appease the customer's emotions first: "Don't worry, let's come and solve it together." Then she carefully consulted the source of the product and brand description, and gave the answer.

In the end, the client had dispelled her doubts and thanked her politely. "I have won the trust of customers." Wang Haizhu was relieved.

▲ Wang Haizhu communicated with customers. Figure / Video Screenshot

Sometimes, customers' emotions are not completely related to products. During the Spring Festival this year, the logistics was blocked, and a client entered the line aggressively and questioned why the logistics information was not updated. Wang Haizhu found that the client bought large bedding such as quilts, pillows, and blankets. After asking carefully, she knew that the other party had just come to a new city alone, the moon in the cold winter, and the floor shop that had been hit for a few days.

She understands the loneliness of a person who is working alone. Those bedding is the most important part of a family. She began to listen, comfort, and coordinate urging. "In some words, customers will not speak directly, so the first step to get trust is always what the customer really cares about."

Prior to this, Wang Haizhu once believed that the work of Yun customer service was simply repetitive physical labor, but now when she looks back, she feels more important to understand. "You must understand the hearts and emotions of customers in order to give the answer they need most."

After becoming a mother, Wang Haizhu at work became softer than before. During the daily work, she was like a sponge, absorbing all the customer anxiety and dissatisfaction with all the customers who consult, and worked hard to communicate the problem. Also give these people a spiritual "massage" to recover emotional people.

The cultivation of this kind of ability to understand the ability can be made overnight. In fact, this is not the first time Wang Haizhu has come into contact with digital e -commerce. As early as 2017, she also worked at a foreign trade company in Jiaozhou. She was a salesperson, buyer, planner, customer service and other positions.

From the online release of product information, the exhibition of running north, the post -English mail and communication with overseas customers, to find the right factory and place orders downstream. She has accumulated a lot of customers who have never met but are convinced of her. Until now, there are still old customers of the former company remembering Wang Haizhu, who is stable.

The phone came from Saudi Arabia, hoping that she could help order a batch of blankets. She called every familiar factory in the address book one by one, and almost every person in charge said, "The epidemic is not in stock and does not receive orders." She was unwilling to give up easily until someone was willing to leave her the last batch of inventory. The customer decided to "all want" on the phone out of the trust. He has never faced it, but the trust flows in it -this is a sense of accomplishment that belongs to the professional female Wang Haizhu.

Seven years ago, Wang Haizhu, who was preparing for pregnancy, interrupted her career. She had not waited for her to give birth to her child. She originally wanted to return to the foreign trade industry again and continued to run business, but soon, she cut off the option herself, "must not be impossible" -If it was still the rhythm of the previous work, she couldn't care about taking care of her daughter. She turned her eyes to ordinary workers.

Even so, she doesn't remember how many times she was rejected, just because of her sincerity.

At the end of each interview, Wang Haizhu will make a request sincerely, hoping to allow a week off every month. The interview supervisor usually frowned and suspected that she was here to past herself. "I don't want me to cut the lines of the clothing factory. The workshop in the workshop is fixed." Wang Haizhu said.

Everyone who recruits will ask Wang Haizhu for a week for a week, but Wang Haizhu has never told anyone -in fact, in addition to the identity of his wife and mother, she also has another identity: patients with advanced breast cancer.

Her 24 hours, at least three parts: family, work, and fighting cancer cells.

For cancer patients, the first battle is chemotherapy. Siddo Mukji, the author of "King of Diseases: Cancer Biography", said that if every war requires iconic battlefields, it must be chemotherapy ward for cancer patients. Drugs containing toxicity attack every cell in the human body, including normal cells.

Since 2017, Wang Haizhu has to be hospitalized every 21 days to receive chemotherapy, and then undergo hair loss, vomiting, and dizziness brought by chemotherapy. In the past five years, she has traveled more than 70 times from home to the hospital. In addition, she has to take care of her daughter and find a job. "Cancer is just part of my life."

▲ Wang Haizhu pays at the hospital window. Figure / Video Screenshot Reborn to Yang

Even if she was sitting opposite Wang Haizhu, it was difficult to connect her with cancer patients. She loves to pack herself, often uses short sentences, and work to work.

Until now, only the family knew that she was sick. The cover of her circle of friends is a photo of eating cake with children. It is usually updated as usual. The content is only a warm parent -child life. The words "hospital" and "disease" have never appeared. In the opinion of her familiar friends, this is a kind of self -esteem, and she does not think that she will be compassionate if she is sick.

Even at home, Wang Haizhu played the role of emotional sponge. Wang Haizhu's husband bears most of the costs of his wife's treatment and the lives of the whole family. In order to work a little more overtime, work until 10 o'clock every day. Wang Haizhu looked in his eyes and insisted on treatment alone for treatment. Sometimes, she saw her husband sitting alone in the corner and sighed, "looking at the sky." She persuaded him: "Don't escape, what we want to give us, what we can catch."

For Wang Haizhu, fate gave her gifts and thorns at the same time.

In February 2017, Wang Haizhu's daughter was born safely. As she was still immersed in the joy of her first mother, she did not notice that the cancer had quietly kept her with her.

▲ Wang Haizhu and daughter. Photo / Interviewee provided

A raised, painful and itchy lump appears on the chest. "Perhaps it was because of breastfeeding milk blocking, and it disappeared after a while." She and her husband came to the hospital with a little chance. After the puncture, Wang Haizhu got the final diagnosis result -breast cancer, late stage. At this time, Wang Haizhu was only 29 years old, and his daughter was less than 1 month. For a moment, she was caught in the hardest days in her life. "The joy of new life and the establishment of a new family was cut off in this way, which is too cruel."

A year later, Wang Haizhu's breast cancer had metastasis, but she never thought of giving up. "The child is too young, I have to let her have a mother for a while."

The most dangerous one chemotherapy reaction was experienced by Wang Haizhu alone. Suddenly found that she couldn't see anything. When she sat up, she turned around. She opened the phone call of the emergency center. Fainting state. After the examination, the doctor found that she had nearly 150 heartbeats per minute and did not dare to let her walk around. The inspection was done with wheelchairs.

But in 5 years, Wang Haizhu has never been defeated by the disease, and the most difficult to accept is the social side effects brought by the disease. What she was afraid was classified as a patient who needed special care, not an ordinary person. The application form of the daughter's entry into the park should fill in the career of her parents. When I got to the mother's column, "I don't know how to put it in." She feels like a "full -time" patient.

The side effects of repeated chemotherapy made her suffer. But Wang Haizhu could not accept himself to say goodbye to the workplace and leave the society. She secretly calculated in her heart that, in addition to the time of fixed hospital chemotherapy, at least 20 days of work in one month can work normally. For this reason, after sending her child to kindergarten, she found two years of work.

Until last year, a patient told her that as long as it was free of training and exams through Alibaba Cloud customer service, only one computer at home could work.

"I was so excited at the time." The job was like tailor -made for Wang Haizhu. You can work at home for 20 days a month, and you can choose your own time every day. It can both anti -cancer and treat the family, but also have their own work and income. From the day of getting the work number, in addition to the "patient" identity, she finally had a new career identity -an Alibaba Cloud customer service.

"I didn't expect a patient to help others." Wang Haizhu said, not every time I communicated with customers. Once, because of the particularity of the product, the delivery address could not be changed according to the needs of customers. Wang Haizhu patiently explained the patients who were patiently explained for ten minutes, and the customer was still dissatisfied. Wang Haizhu said that he could understand the emotional discharge of the customer, and she said that she would never fall into a self -pity because of the disease. "Every customer service has to face this situation, and it is normal. We can only do what we can do well. Even if all problems cannot be solved in the end, we can understand one more. Development is also meaningful. "

Through Yunke's service work, Wang Haizhu came into contact with a new world. Living in a small town, she was not familiar with the trend, beauty cards and health care in the past. Now she blurts out "early C and night A". It is clear that which domestic eyeliner is better. Human memory is also like a few treasures. "Keep learning new things and keep up with the trend of the times. This is the added value that this job brings me in addition to income," she said.

The economic conditions at home are also improved a little bit. After three years of mobile phone, her husband suddenly broke, and Wang Haizhu changed his glory with the money he earned. Children's toys that I was reluctant to buy in the past, after receiving salary, she can occasionally buy it to her daughter. A few months ago, she also signed up for her daughter's 2600 yuan art training course a year with her just earned salary. The child drew a princess wearing a cake skirt and a bow on the white paper, and ran to Wang Haizhu: "Mom, you see, this is the princess mother."

At present, Wang Haizhu's goal is no different from an ordinary office worker, and he wants to work hard and improve performance and income. This simple wish supports her busy in the hospitalization, work, and care of her family. "There is no time to think about it again." At the beginning, the family would worry about her body and not support her to work. But this year, seeing her smile more, sleeping well, and life became busy and fulfilling. The mother made a "work room" for Wang Haizhu alone. Wang Haizhu, who is meticulous, returned again.

Recently, Wang Haizhu replaced WeChat avatars with a silhouette of a professional woman, which is her ideal look. "This year, I have changed many times. I think that life has become more dignified and more valuable, because I can also help more people." Wang Haizhu said.

They: Re -understanding and accepting

Like Wang Haizhu, there are many Baoma who have experienced difficulties and returned to society.

For many Baoma who must take into account the family, time control the power in the hands of the child. A Tianjin Baoma Zhang Xue tried to re -enter the workplace, but when I hit the wall everywhere, after repeated frustration, she even began to reflect on whether her requirements were too many- "This society is the battlefield of young people, not left for the family to take care of the family , I want to work and realize my own value. "

Until she learned "Cloud customer service". Unlimited working hours and no education threshold for her to get a certain income on the premise of taking care of her family. At the same time, "Cloud customer service" also has a complete online learning and promotion system. One year later, Zhang Xue became a "mentor" from "Yun Duo". At that moment, she felt the society resumed and recognized her.

Yu Jian is a manager of Alibaba Cloud Customer Service and a mother. She introduced the status of data research: a total of more than 400,000 people participated in the training of Alibaba Cloud customer service, of which more than three -quarters of women. From the identity of the personnel, 36%are the group of Baoma. It can be said that "Baoma" is the backbone of Yunnian service. They provide customer service services for more than 800 million consumer groups on the platform.

"A woman's most helpless time is that no one is busy to help take the child."

She has a deep understanding of this sentence, and hopes that under the premise of fairness, she can try to find a more suitable work scenario for Baoma. "For example, there are many related categories of Taobao, Tmall's mother and baby, and beauty products. Bao mothers will be more familiar to embed experience and bring customers a more friendly and close experience." Yu Hui said.

Zhang Chenggang, a professor at the University of Capital and the China New Employment Research Center, has always paid attention to the employment of women under the era of digital economy. He believes that women are one of the key groups of employment guarantee. Expanding the space for women's value and providing equal training and employment opportunities. Let women get rid of the time and space and conditions of traditional employment, and do not need to rely on sacrifice themselves to obtain labor remuneration, but find a relatively balance in it.

▲ Wang Haizhu is working. Figure / Video Screenshot

As the society is increasingly tolerant, the digital platform has reduced the employment threshold of some traditional male leading industries and increased the proportion of female staff. Shi Shanshan in Tai'an, Shandong, after her husband suffered from coronary heart disease, became a courier wrapped in a rookie, sending courier to nearly 100 neighborhoods a day, with more than a majority of male colleagues in the same site, with an average daily income of more than 300 yuan.

The "Research Report on the Employment and Entrepreneurship of the Digital Economy and China Women's Employment" states that in the fields of digital trade, e -commerce, live broadcast, the digital economy has created 57 million women's employment opportunities. There are about 12.44 million female anchors on the live broadcast platform, about 180,000 female riders on the takeaway platform, and about 1.36 million female drivers on the travel platform.

These women, these mothers, have reached a wider world through their own efforts and have the right to choose a lifestyle.

"I hope that all sectors of society will jointly create a friendly employment atmosphere for women, help women have more ways and more choices to achieve self -worth," Zhang Chenggang said.

"I want to share with those who are in the mud and friends who are in the mud, no matter what age and dilemma they encounter, do not succumb to fate, be brave to seize the opportunity, go to the sun, and achieve the goal of life." Wang Haizhu said.

Now, she has set a big goal for herself -to accompany her daughter to high school. The doctor told her that this goal could break down a little bit. "My first small goal was to participate in the graduation ceremony of my daughter's elementary school." She said with a smile, "I think I am okay."

▲ Figure / Video screenshot

(At the request of the interviewee, Wang Haizhu is a pseudonym)

Reference materials:

"Digital Economy and Chinese Women's Employment and Entrepreneurship Research Report" Ali Research Institute, China Employment Situation Research Center Research Group Research Group

The article is original of daily characters

Infringement must be investigated

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