Role and Responsibilities

Date: 2022/03/02

Version: 1.0

Role: Customer Support executive

Department: Customer Support

Job Description:

Customer support executive responsible for resolving customer queries for 9 hours across
phone, email, live chat, social media, WhatsApp, SMS and other support channels.

Responsibilities:

1. Ensure that the customers have a 5-star experience when you interact.
2. Response to customers must be courteous, professional, clear, empathetic with no
grammatical mistakes.
3. Ensure to follow the SOPs and templates.
4. Make sure all the phone calls are answered within 10 seconds after the phone line
rings.
5. Make sure all the assigned emails are answered within 6 hours.
6. Make sure all the SMS messages are responded to within 1 minute.
7. Make sure all the Live Chat & WhatsApp messages are responded to within 1
minute.
8. Make sure all Facebook messenger, Instagram, twitter, Tik-Tok, Snapchat direct
messages are responded within 6 hours.
9. Email threads MUST always be closed and not left open-ended.
10. Ensure that there are no more than 3 instances where a customer complains about
the CC team to the CEO in a month.
11. Ensure the defined SLAs with the operations team are honoured.
12. Once you login, immediately login to Qandle.
13. Always have follow ups when you promise to the customers.
14. Update the refund trackers with appropriate values.

Note:

1. The responsibilities are subject to change. Notification will be sent out if there are any
updates.

Distacart Inc. 2022 Proprietary and Confidential, Template v1.3