SOP-003: Work Priorities

1. SUMMARY
   • 1. This document reviews the guidelines for prioritizing work responsibilities within Customer Service for Chat, Phone and Email.
2. GUIDELINES
   • Chat Agent
     • 1.1. A chat agent’s primary responsibility is processing incoming chats from customers.
     • 1.2. If there are no chats, the chat agent will work on additional tasks assigned by the Supervisor.
   • Phone Agent
     • 2.1. A phone agent’s primary responsibility is processing incoming calls from customers.
     • 2.2. If a call is not available, the phone agent will then work on additional tasks assigned by the Supervisor.
     • 2.3. If an incoming call comes in while the agent is working on an email, the agent will immediately put that task on hold and direct his or her work to answering the incoming call immediately.
   • Foreign Language Email Agent
     • 3.1. An email agent’s primary responsibility is processing incoming emails from customers in their primary language queue.
     • 3.2. If an email is not available in that queue, the email agent will then process incoming email from the English CS queue, unless assigned to other tasks by their supervisor.
     • 3.3. The agent will periodically check their primary language queue to respond to any new emails that have come in.
   • Email Agent
     • 4.1.1. An email agent’s primary responsibility is processing incoming emails from customers in the English CS queue.
   • PayPal / Social Media / MarketPlace Agents
     • 5.1. A PayPal agent’s primary responsibility is processing incoming PayPal disputes/claims from customers.
     • 5.2. A Social Media agent’s primary responsibility is processing incoming public and private messages for Facebook and Twitter.
     • 5.3. A MarketPlace agent’s primary responsibility is processing incoming Amazon or eBay messages from customers.
       • 5.3.1. These need to be processed in the order received regardless if through Facebook or Twitter as well if public or private.
     • 5.4. For All PayPal, Social Media and MarketPlace Agents if all contacts are completed, then they will work on RMA assignments.
     • 5.5. If no further contact are available, then will work on tasks provided by Supervisor.
   • RMA
     • 6.1. A RMA Agent will review and process RMA’s that are pending approval.
     • 6.2. If no RMA’s are in the queue, then the RMA agent will handle tasks assigned by their Supervisor.