Responsibilities and Tasks

Loox reviews

HERE is an instruction video. If Feedback Was Left:

Up/cross sell + Ideas

Customer service agents can engage in upselling and cross-selling to improve the customer's experience and increase sales. Follow the instructions and rules below to ensure everything runs smoothly. Encourage customers to purchase a more expensive or

Handling social media comments

To ensure all social media comments are handled efficiently, maintaining a professional and positive brand presence while addressing customer concerns appropriately. In most cases AI will reply but if not, it is important that you comment. Examples o

Translations 📚

Translation Channel:. All translation requests will be communicated through the Slack channel "Translations.". Details provided in the channel include:. Required languages. Deadline for submission. Tracking Time:. Track your translation time in Hubst

Contact reasons/Merge tickets/Note/resolution/sku

When handling a customer inquiry in Gorgias, it is mandatory to select the appropriate Contact Reason from the dropdown list. You can search for a specific contact reason by typing keywords. If a frequently used contact reason is missing, notify your

Slack - How We Communicate

Slack. We use Slack as our primary communication channel to ensure seamless collaboration, instant messaging, and quick updates within the team. This platform allows us to share files, ask questions, and coordinate tasks efficiently, keeping everyone

GDPR + GSPR

In the modern digital age, data protection and product safety regulations are crucial aspects of business operations. As customer service agents, it is essential to understand both the General Data Protection Regulation (GDPR) and the General Product

UPDATED AI protocol

We are working alongside our AI system to handle customer inquiries where possible. While the AI is designed to assist with responses, it's important to remember that it is still a non-human system and may occasionally make mistakes. In this article

📚 Help Centre: The Trustpilot "Road to 4 Stars" Guide

Potential customers look at Trustpilot to see if we are a "real" team that cares. Every 5-star review you get is a public "Thank You" that helps a new customer feel safe enough to buy from us. To ensure your 5-star reviews are tracked and paid out, f

Communication via supplier in Gorgias

All Aftersell cases with the supplier listed in the problem sheet can be handled via Gorgias, including redesigns and example requests. Refunds for the supplier will still be processed in the Aftersell sheet. Don’t forget to remove the "supplier" tag

Checking payment methods

Spam & Phishing Mails

While both are annoying, their goals—and the risks they pose—are very different. Use the following table to compare a legitimate notification versus a scam attempt:. Scammers often promise a "Blue V-shaped badge" or "Increased Reach" to get your atte

Using Customer Pictures for Promotional Purposes

When a customer sends us photo(s) of their finished diamond painting or paint-by-number, in order for us to use it for promotional purposes, follow the steps below to ensure compliance and proper organization:. Respond to the CustomerPolitely ask for