Customer Service Daily Workflow
To effectively and efficiently be able to do your job there are several applications and
Overview#
Purpose: To effectively and efficiently be able to do your job there are several applications and tabs that you should have open.
Scope: Understand what processes and software need to be carried out at the start of the day and follow daily workflow schedule.
Responsibility: It is the customer service representative’s responsibility to follow the daily workflow process.
Objective: All customer service employees to start the day in the same manner.
Applications#
Open & sign-in to the following applications:
Skype
Nuacom - check if phone system is working. There are 2 contact numbers:
UK: 01413567475 & ROI: 04779055. Call both numbers to ensure phones are working okay
Time Doctor
Teramind
Web Browser (i.e. Google Chrome)
Web Browser tabs#
ZenDesk/Replyco - Have 2 of these opened so you can move in between mails
Trello Board
Personal Board Warehouse Query Board Supplier/Courier Claims Board
SystemHUB
Related SOPs for Customer Service
Sales Channels
eBay0 eBay1 Amazon - (not always used unless assigned by management) Magento
Tracking / Courier Websites
Express Freight FedEx Fastway IFS
Google Translate
translate.google.com We get a lot of emails from customers all over the world, so it is a tool you will be using daily
Linnworks
www.linnworks.net - (Use your own login to gain access) Open Inventory Tab, Open Order Tab, Processed Order Tab
Registration Checker
www.motorcheck.ie Customer sometime provide their vehicle registration number so you can check for the exact make, model and year of their vehicle. Use this site so you will know vehicle model.
Note: Have these site bookmarked so it is easier and faster for you the next time
Daily Schedule#
5:45AM - 7:30AM GMT - Clear Replyco Emails and instant messages 7:30AM - 9:00AM GMT - Supplier and courier claims 9:15AM - 9:45 GMT - Weekly Task 9:45AM - 10:00AM GMT - Check warehouse board for pending queries 10:00AM - 10:30AM GMT - Check eBay cases 12:00PM to 1:30PM GMT Clear Replyco Emails 1:30PM - 4:45PM GMT - Weekly Task 4:45PM to 5:30PM GMT - Clear Replyco Emails and instant messages
Notes#
May need some updates/revision by the owner.
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
The agent suggesting the update should be the one to carry through the edit. The suggestions for edit should be confirmed in real-time in the group and for the card to be cleared the same day. Creating a new version will break the link for systems that are linked to training/onboarding Trello Cards. This will also affect the systems linked to some email macros. Do not create a new version this will overpopulate the SystemHub. Editing the current system is the best practice to avoid potential issues.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.