Job Protocol

1. Purpose

This Job Protocol document outlines the specific responsibilities, procedures, and expectations for the role of a Customer Support Specialist at [Your Company Name]. The aim is to ensure consistent and efficient performance in the delivery of customer service, maintaining high satisfaction levels, and adherence to company policies.

---

2. Scope

This protocol applies to all Customer Support Specialists employed by [Your Company Name]. It is relevant for both in-office and remote support personnel.

---

3. Roles and Responsibilities

Customer Support Specialist

• Direct Supervisor: Customer Support Manager

• Department: Customer Support

• Location: [Your Office Location] or Remote

Key Responsibilities:

• Responding to Customer Inquiries:

  • Answer incoming customer calls, emails, and chat requests within the defined response time.

  • Document all customer interactions accurately in the CRM system.

  • Provide accurate information regarding products, services, and company policies.

• Issue Resolution:

  • Diagnose and troubleshoot customer issues, providing effective solutions.

  • Escalate complex issues to higher-level support or relevant departments.

  • Follow up with customers to ensure issues are resolved to their satisfaction.

• Customer Feedback Collection:

  • Gather customer feedback on products and services during interactions.

  • Report recurring issues or suggestions to the Customer Support Manager.

• Training and Development:

  • Participate in ongoing training sessions to stay updated on products, services, and best practices.

  • Assist in training new Customer Support Specialists as required.

---

4. Standard Operating Procedures (SOPs)

Customer Interaction Process:

1. Initial Greeting:

   • Use the standard greeting: “Hello, thank you for contacting [Your Company Name] Customer Support. My name is [Your Name]. How can I assist you today?”

2. Issue Diagnosis:

   • Ask probing questions to understand the customer’s issue.

   • Verify customer information and order details before proceeding with troubleshooting.

3. Troubleshooting:

   • Follow the troubleshooting guide based on the issue category (e.g., product malfunction, billing inquiry, account issues).

   • Use the Knowledge Base for reference if needed.

4. Resolution and Documentation:

   • Provide the customer with the solution or escalate the issue as needed.

   • Document the interaction details in the CRM system immediately after the call.

5. Follow-Up:

   • Schedule follow-up calls or emails if the issue requires further attention.

   • Confirm resolution with the customer and close the case in the CRM.

---

5. Performance Metrics

Key Performance Indicators (KPIs):

• Response Time: Average time taken to respond to customer inquiries. Target: ≤ 1 minute for calls, ≤ 2 hours for emails.

• Resolution Time: Average time to resolve an issue. Target: ≤ 24 hours.

• Customer Satisfaction (CSAT) Score: Customer feedback rating on a scale of 1-5. Target: ≥ 4.5.

• First Contact Resolution (FCR) Rate: Percentage of issues resolved in the first interaction. Target: ≥ 80%.

---

6. Compliance and Conduct

Code of Conduct:

• Maintain professionalism in all customer interactions.

• Ensure all customer data is handled confidentially in compliance with company policies and regulations (e.g., GDPR).

• Adhere to the company's dress code and punctuality standards.

Disciplinary Actions:

• Failure to adhere to the protocol may result in verbal or written warnings, suspension, or termination, depending on the severity of the violation.

---

7. Review and Updates

This Job Protocol will be reviewed annually or as necessary to accommodate changes in company policy, technology, or business needs. Any revisions will be communicated to all Customer Support Specialists.

Next Review Date: January 1, 2051

---

Document History:

Version	Date	Description	Reviewed By
1.0	01/01/2050	Initial protocol creation	[Your Name]

---

Sign-Off:

Name	Title	Signature	Date
Sarah Johnson	Director of Operations		01/01/2050
[Your Name]	Customer Support Manager		01/01/2050

Protocol Templates @ Template.net