Customer Service Tasks PrioritizationUpdated 2 years ago

This is an outline of what our priorities are as a Customer Service Team for eShopping Group. There are additional tasks that will be delegated to you as part of your role or specialization, and this is a general outline of priorities. 

This is subject to change based on the workload and the team will be notified of any deviation from this 

Top Priority 

Inbound calls - This is your main priority. 

There needs to always be someone manning the phones at all times. Please ensure that you are staggering your breaks and are aware of what your team mates are doing. Unless specifically directed to not take calls I expect everyone be available to pick up the phone regardless of what they're doing If you have a task that requires you to be off calls then please let me know so we can organize the team We want to see less missed calls, especially seeing as during the day in AU we have 2 or 3 people available to take calls 

Live chat - You must be logged in and checking chats at all times Louie is now taking calls as well as chat to help out the call centre so I expect everyone to be returning the favour and assisting him 

Missed calls - Before working on anything else you need to make sure that there are no missed or abandoned calls You can check all open missed call & voicemail tickets by clicking Ticket View in the top left and selecting the "All -Missed Calls" list I don't want to see a long list of missed calls sitting there for a long amount of time 

Regularly Check #returned-item-actions channel in slack for returns that have been received but the customer hasn't been notified Check #order-cancellations-and-updates channel in slack for any cancellations or address updates Tickets & Third Party Portals