SSC/N3021- Deal remotely with customer queries - Domestic

This unit is about dealing with queries received from customers by e-mail or chat.

• Greet customers and verify their details, following organization’s procedures.
• Read carefully, summarize, and obtain customer confirmation of, your understanding of queries.
• Express concern for any difficulties caused and commit to resolving queries.
• Record and categorize queries accurately using their organization’s query management tool.
• Refer queries outside their area of competence or authority promptly to appropriate people

SSC/N3021 -  Deal remotely with customer queries - Domestic

• Access organization’s knowledge base for solutions to queries, where available.
• Resolve queries within their area of competence or authority in line with organizational guidelines and service level agreements (SLAs).
• Obtain advice and guidance from appropriate people, where necessary.

SSC/N3021- Deal remotely with customer queries - Domestic

• Obtain confirmation from customers that queries have been resolved to their satisfaction.
• Record the resolution of queries accurately using their organization’s query management tool.
• Comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries.

SSC/N9001 -  Manage your work to meet requirements

• Establish and agree to work requirements with appropriate people.
• Keep immediate work area clean and tidy.
• Utilize time effectively.
• Use resources correctly and efficiently.
• Treat confidential information correctly.
• Work in line with organization’s policies and procedures.
• Work within the limits of job role.
• Obtain guidance from appropriate people, where necessary.
• Ensure work meets the agreed requirements.

SSC/N9003 - Maintain a healthy, safe and secure working environment

• Comply with organization’s current health, safety and security policies and procedures.
• Report any identified breaches in health, safety, and security policies and procedures to the designated person.
• Identify and correct any hazards that can deal with safely, competently and within the limits of authority.
• Report any hazards that one is not competent to deal with to the relevant person in line with organizational procedures and warn other people who may be affected.
• Follow their organization’s emergency procedures promptly, calmly, and efficiently.
• Identify and recommend opportunities for improving health, safety, and security to the designated person.
• Complete any health and safety records legibly and accurately

• Understand the economics and Finance
• Collect information
• Estimate the Budget 
• Understand and update the market information
• Manage the records of the Business
• Understand the method of marketing
• Develop contact with market players