A Case Study Of Corporate Social Work On Burnout Of Cross-border E-commerce Customer Service

As a new career position cross derived from the Internet and customer service,cross-border e-commerce customer service plays an important role in purchasing information feedback and bridging consumption conflicts in sales,and may have a high risk of job burnout.How to grasp the development trend of job burnout in this position and how to give full play to the case intervention function advantage of enterprise social work is particularly important and urgent.This paper uses scale method and literature analysis method to investigate the job burnout service intention of a cross-border e-commerce customer service staff,and combined with targeted intervention,to conduct a case work on the corporate social work intervention methods and approaches of cross-border e-commerce customer service burnout.I was found that the master burnout as emotional failure,dehumanization and ineffective can feel three main characteristics,that cross-border electricity customer service staff not only because of international time difference,reverse internal friction factors such as pressure increase,more likely due to cultural conflict and consumption differences and long-term bear customer negative emotions become occupational burnout susceptible.Researchers in the process of intervention combined with burnout three dimensions theory,using mindfulness stress therapy,formulate corresponding intervention plan,help master improve stress condition,slow burnout disturbance,cooperate with career planning and training,help master strengthen,can increase formal social support system,expand,can assign informal social support system.Suggestions: regularly carry out employee burnout survey and career planning;improve the corporate social work mode,combine the factory mode with the post assignment mode,give the enterprise social workers more space and flexibility;reduce the impact of the enterprise goals and rules on the corporate social workers’ service,so as to promote the neutrality of corporate social work role,and improve the effect of intervention service.The influencing factors of job burnout are complex,including both external environmental factors and individual factors.Therefore,based on the problems found in social work practice,this study proposes that job burnout intervention should not only use case social work,but also pay attention to corporate social work.And put forward specific suggestions on the actual path of corporate social work.It mainly includes: carrying out regular investigation on employees’ job burnout,doing a good job of career planning and training for employees,establishing a joint support network between enterprises and families,etc.It tries to integrate the intervention of the support system in the three theory dimensions of dynamics,but it still has the limitation of interventional role neutrality;and due to the limited number of cases,it is difficult to push from the sample to the whole,which may reduce the generalizability of the research results.