3 BSBLDR522 Staffing Plan (1) - Carlos D

Vista previa del material en texto

Staffing Plan - Customer Support Department
Customer support teams
Teams description: The customer support teams provide service and support to customers and staff. There are two main roles in each team at operational level:
1. Online customer service officer 
2. Instore customer service officer
There are three levels in each role:
Level 1 - Probation 0 - 3 mths 
Level 2 - 6 mths - 12 mths
Level 3 - 12 mths or more
Online customer support team
Role:
Online customer service officer
Job description: The online customer service officer has superior communication skills and a great work ethic to work as part of the customer support team. As an online customer service officer, you work directly with customers on the phone, via email and live chat to answer their questions and provide customer support. You must also be a keen note-taker who is adaptable and optimistic.
Duties and responsibilities:
Answer customer inquiries via phone, email and live chat 
Address all issues or disputes with customers
Give technical support
Direct customers to online resources, products and information
Escalate customer concerns where necessary
Update customer records in the system, including notes about interactions
Attend weekly staff meetings
Participate in training and team-building activities
Encourage customers to complete surveys
Key performance indicators:
· Offer genuine value to the customer experience
· Offer excellent online support
· Measure customer service metrics regularly including:
· response time
· resolution time
· number of issues resolved
· Increase brand reputation
· Increase customer life-time value
· regular training and education
Online performance metrics
	Performance outcomes 
	KPI
	Online Performance metrics
	First Contact Resolution Rate (FCR)
	95%
	
	Average First Response Time
	20sec
	
	Average Resolution/Handle Time
	6min
	
	Complaints Resolution Rate
	98%
	
	Complaints Escalation Resolution Time
	2 days
	Customer survey results
	Overall customer satisfaction
	93%
Instore customer support team
Role:
· Instore customer service officer
Job description: The instore customer service officer is responsible for creating a welcoming atmosphere for all customers. They provide excellent customer service and assist customers with any inquiries they may have about BizOps products and services. Additionally, the customer service offer keeps the storefront clean and orderly to maximize foot traffic and sales. Supporting other team members is also a large part of the customer service officer’s role.
Duties and responsibilities:
Maintain a positive, empathetic, and professional attitude toward customers at all times
Respond promptly to customer inquiries
Communicate with customers using a friendly manner
Acknowledge and resolve customer complaints
Know about products and services and warrantees 
Keep records of customer interactions, transactions, comments, and complaints.
Perform administration duties as required
Communicate and coordinate with colleagues as necessary
Participate in training and team-building activities
Key performance indicators:
· Offer genuine value to the customer experience
· Offer excellent instore product and service support
· Build strong customer rapport
· Increase sales per employee
· Increase average transaction value
· Maintain customer retention
· Regular training and education
Online customer support team - Staffing plan:
	Staff level
	Staff member
	Level 1:
Initial customer contact: receive call, live chat or email - attempt to resolve enquiry/complaint
· Escalation: unable to resolve - email issue/complaint to experienced staff member
· Forward technical issues to IT help desk
Record complaint
Customer survey
	Sharon Jenkins
Bill Johns
	
	
	Level 2:
Initial customer contact: receive call, live chat or email - attempt to resolve enquiry/complaint
· Escalation: unable to resolve - email issue/complaint to experienced staff member
· Forward technical issues to IT help desk
Escalation: unable to resolve - email issue/complaint to experienced staff member
Forward technical issues to IT help desk
Record complaint
Customer survey
	Jasmin Holman
Louie Smith
	
	
	Level 3:
Escalation: Resolve complaint
Referral: Refer unresolved issue/complaint to customer service
Forward technical issues to IT help desk
 manager - email
Record complaint
Follow up
Customer survey
	Angela Adams
Nick Coutos
Performance Code of Conduct:
The code specifies the standards of behaviour for employees and is designed to make all employees aware of their responsibilities to perform their duties in an appropriate manner. 
This code embodies the following principles:
· To act with integrity and professionalism in the performance of duties and to be scrupulous in the proper use of BizOps’ information, funds, equipment and facilities
· To comply with all requirements of this code, policies, procedures and applicable laws and regulations
· To report any breaches or suspected breach of this code, policies, procedures and applicable laws and regulations
· To exercise fairness, equity, proper courtesy, consideration and sensitivity in all dealings, in the course of carrying out duties
· To avoid real, apparent or perceived conflicts of interest
Legal considerations:
Anti-discrimination legislation
Privacy laws and confidentiality
Work, health and safety legislation, regulations and codes of practice.
BSBLDR502 - Customer Support department - staffing plan
1