Customer Service Agents Job Description
The purpose of this document is to have a standardized document for Job
Overview#
Purpose: The purpose of this document is to have a standardized document for Job Descriptions.
Scope: This procedure applies to CUSTOMER SERVICE AGENTS.
Responsibility: It is the responsibility of each employee to ensure the process set out in this procedure is followed.
Objective: The objective of this system is to provide CS agents with knowledge about their roles.
Customer Service#
As a customer service - you will be responsible to the following tasks but not limited to:
Read and respond appropriately and in a timely manner to all Zendesk/Replyco Emails Update listing team of listing issues(this may include but is not limited to incorrect SKU, listing description, listing specification, missing/duplicate listing images, etc.) Ensure that all Zendesk/Replyco Macros are up to date Manage all aspects of Order Processing
Note: Job description is subject to changes to the client’s discretion. Ad hoc tasks will be given and additional roles will be assigned as deemed required by the client to fulfill company’s needs.
Notes#
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:
It is very important that an agent must know their Job Roles.
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.