Mercy
$7/hr
CUSTOMER SUPPORT SPECIALIST | APPOINTMENT SETTER | MICROSOFT OFFICE SUITE | CALENDLY | NOTION
- Reply rate:
- 92.86%
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Lagos, Lagos, Nigeria
- Experience:
- 5 years
Customer Care Documentation
CUSTOMER CARE
MISSION:
VISION:
GOAL
To provide adequate product information to customers.
To support customers in making their choice of product.
To process customer orders.
To follow up on customers and inform them of promos, discounts, sales etc.
To resolve customer queries and issues.
FUNCTIONS: ORDER PROCESSING, ISSUE RESOLUTION AND ESCALATION
1. ORDER PROCESSING
2. ISSUE RESOLUTION AND ESCALATION
ROLE TIME RESPONSE ESCALATION
Level 1
Customer support
agent
10-15 mins
Live support to solve
the problem
-Unable to resolve.
-The customer requests
to speak with
the manager.
Level 2
Customer support
manager
15-50 mins
-Live support with
support team
-Create a ticket with
customer details for
follow up.
-Unable to resolve.
-Skills required for
resolution is
beyond support
team’s.
Level 3
Account Manager
1-2 hrs
-Review issue
-Delegate resolution
-Attempt resolution
-Document issues and
all methods used
-Unable to resolve.
-Customer
threatens to leave
or bad review
Level 4
Product Manager/
Senior
Manager/Stakeholders
1-3 business
days
-Review issue
-Apologize and Offer
incentives to customer
-Seek for external
talent to solve the issue
-Document all steps
taken till resolution
-Formulate
improvement to
product that prevents
repeat occurrence.
N/A
Phases
Contact
Issue resolution
Escalation
Issue closeout
