Customer Service Agent

20 نوفمبر، 2022

0 19 2 دقائق

الوصف الوظيفي

Customer Service SOP

RabbitHole

1.Taking Calls, Whatsapp, and Instagram:

Agent will answer all incoming calls and provide assistance. They will also direct call to whatsapp convo over “Respond” where they are assigned properly.
Answer time is within 1 hour window on whatsapp.
You can take reservations, answer inquiries, and schedule orders directly.
For answering inquiries: In case agent cant answer, they may tag manager.

2.Scheduling orders:

Agent will directly schedule paid orders BUT will send for customer service manager stage orders for scheduling.
Agent will directly send invoice to client and close conversation with clear descriptive notes.
Agent will extract customer ID# and put it in excel orders.
Agent’s duty is to close as many sales as possible as it will affect his or her end of month appraisal.
Agent will contact Chefz and website clients looking for positive reviews.

3.Dispatching Orders:

1. Agent will dispatch scheduled orders from excel sheet to group for execution using whatsapp orders templates..

Chefz order template:

order #(last 4 numbers of order ID (Order no. appears for client and order ID appears to us. When reviewing order, we should enter in dashboard and get order ID.
color: same (Include details of customer orders)
As customer requested
color:
time: Prioritized according to article 5

Agent will check and dispatch all incoming custom cakes orders directly by checking their Whatsapp and Instagram.

4.Quality Management:

Agent is expected to check every outgoing order before it is served to delivery personnel or client.
Agent keeps an eye for writing or drawing mistakes especially, but also for order integrity, color, presentation, and final packaging.
Agent makes sure that whenever possible, a photo of the order is sent to client for approval especially for custom cakes. Unless the orders was a gift, or a normal menu item with no adjustments, then picture is not needed.

5.Priority:

Prioritizing orders as follows:

6.Celebrations

Agent is expected to perform celebrations with 3 other staff members holding cake, banner, lighter, candle, music and ambient lighting.
Finalize celebration within 15 min max
Finalize stage within 30 min max
Agent is expected to smile and celebrate with full interaction.
Agent is expected to make festive atmosphere for client.
Agent is expected to give every celebration its time and not cut it short. Let songs play until ending, and light on candle again wishing client a happy occasion.
Confirm that cutlery has been sent to table.
Complete Front of House checklist everyday in the morning.
Mobile unit manager.

Skilled professional with a decent understanding of solving customer problems to offer appropriate solutions.
Familiarity with CRM systems and practices.
Strong phone handling skills and active listening.
Fluent communicator with an ability to present ideas and concepts through hi-tech and conventional channels.
Thorough understanding of setting priorities for a task to comply with the set deadlines and responsibilities.
Well-versed in handling digital tools and modern computer hardware.
Well versed in Microsoft suite.