CCA3 - Customer Care Agent - 22.01

BASIC FUNCTIONS:

• The agents will be trained to handle first level support and will be given the list of scenarios which are to be escalated to the in-house team whenever necessary. Some of the concerns that the customers raise would be the following:

                a. following up on orders (less than 5%)

                b. following up on an existing status ticket

                c. answering basic FAQs (usually pre-sales)

                d. checking on the stock/inventory of certain products

                e. requesting for warranty claims

• For customers complaining about the products received, the agents are to ask certain sets of questions and possibly ask the customer to take picture of the product, and the information will be escalated for the in-house team to take over.

• If there is a customer who would like to place an order over the phone, the agents are to send a ticket with the customer's information, and someone from the in-house team will assist.

• They still will have their in-house team cover the 830am to 530pm EST from Mondays to Fridays, but basically needed added assistance extending beyond their business day and for the weekends.

KEY RESULT AREAS:

• Initial Response time 30 seconds
• Average handling time 5 mins and 45
• seconds
• CSAT 90%
  

COMPETENCIES NEEDED:
Positive Attitude
Customer Focus
Time and Ticket Management
Accountability
Quality Focus
Shift and work flexible

QUALIFICATIONS:
At least 1-year customer service experience
Good verbal and written communication skills
Experience with E-commerce customer support is an advantage.
Can handle phone, email, and chat support.
Can handle/answer questions of customers via the comment section of a website.