Customer Service Agent

4.00 to 5.00 Years Riyadh, Saudi Arabia 22 Nov, 2022

Customer Service SOPRabbitHole1.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 ordersBUTwill 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:

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

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