Customer Service Support Team Daily Tasks

There are 3 types of enquiry priorities depending on the nature of the enquiry. These are:

Answering enquiries in this order ensures that focus is maintained on existing customers / orders and that we are able to address issues with urgency depending on the type of enquiry.

(P1) Priority 1 - Orders not yet dispatched (Cancellable/Holder Order, address changes, gift messages, product changes, out of stock replacement replies)

(P2) Priority 2 - Existing Orders in Transit/Delivered (Delayed, Damaged, Lost in transit, incorrect stock picks, Return to sender, beer club recharges, gift certificates)

(P3) Priority 3 - All Other enquiries (eg, voucher codes, delivery information, out of stock products, store hours, product recommendations)

Each morning the following priority once logged in at 8am should be followed. The enquiries for each channel should be reviewed and allocated a priority.

Beer Cartel Priority 1

Brewquets Priority 1

Then do Priority 2 for Brewquets and Beer Cartel

Then do Priority 3 for Brewquets and Beer Cartel

Throughout the day there is a need to check each hour for any urgent Priority 1 enquiries for both Brewquets and Beer Cartel.