2.0 Operator’s duties
The main tasks of the CC/Monitoring Panel operator is to keep track of orders, monitor delays and problem situations. All work with orders takes place in the Monitoring Panel.
Operator responsibilities
Beginning of work
Working in the Monitoring Panel
Depending on the permissions, the responsibilities of the CC operator may include:
Monitoring the overall situation on the line.
Receiving new notifications.
Working with orders (distribution, editing, canceling, etc.).
Communication with customers, couriers, and cashiers.
Monitoring of delays and problem situations.
Customer service.
Working with customer reviews.
Registration and solving of problem situations.
These responsibilities are described in the work patterns for CC workers. For more information, see here
To get started, you need to log in to the Monitoring Panel using your email and password. For more information, see here
After that, open the website via the operator's login on the Control Panel, the Monitoring Panel and your IP telephony account. Depending on your duties, you may have access to city management in the Cities tab. In addition, before working with orders, you need to set up order filters in the Active tab. For more information, see here
During the shift, you need to monitor and respond to new notifications in the Notifications tab. This tab will contain notifications about new and cancelled orders, changes in the estimated pickup time, and order prices. For more information, see here.
The main task of the operator is to control the execution of orders. You can receive and manage them in the Active, Recent and Pre-orders tabs). Depending on the time of reception selected by the customer, orders can appear in the Active or Pre-orders tab. For more information, see here.
Use the order card to manage an order. It contains all information about its status, items, payment method, customer, etc. For more information, see here. If necessary, you can change the order info in it. For more information, see here.
Each registered customer has an account with the history of all orders and the history of cashback transactions. For more information, see here.
The history contains detailed information on each order, and allows you to add a customer to the blacklist, activate or delete his account. The Cashback page lets you manage customer’s cashback and view the history of transactions.
An important part of the operator's duties is to work with customer reviews in the Reviews tab. Reviews help to track the general mood of customers, respond to incidents in time and improve the quality of service. For more information, see here.
If you have permission, you will be able to register and solve problem situations in the Problems tab. For more information, see here.
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Link to this article: here
Contents:
Operator responsibilities
Beginning of work
Working in the Monitoring Panel
1. Operator responsibilities
Depending on the permissions, the responsibilities of the CC operator may include:
Monitoring the overall situation on the line.
Receiving new notifications.
Working with orders (distribution, editing, canceling, etc.).
Communication with customers, couriers, and cashiers.
Monitoring of delays and problem situations.
Customer service.
Working with customer reviews.
Registration and solving of problem situations.
These responsibilities are described in the work patterns for CC workers. For more information, see here
2. Beginning of work
To get started, you need to log in to the Monitoring Panel using your email and password. For more information, see here
After that, open the website via the operator's login on the Control Panel, the Monitoring Panel and your IP telephony account. Depending on your duties, you may have access to city management in the Cities tab. In addition, before working with orders, you need to set up order filters in the Active tab. For more information, see here
3. Working in the Monitoring Panel
During the shift, you need to monitor and respond to new notifications in the Notifications tab. This tab will contain notifications about new and cancelled orders, changes in the estimated pickup time, and order prices. For more information, see here.
The main task of the operator is to control the execution of orders. You can receive and manage them in the Active, Recent and Pre-orders tabs). Depending on the time of reception selected by the customer, orders can appear in the Active or Pre-orders tab. For more information, see here.
Use the order card to manage an order. It contains all information about its status, items, payment method, customer, etc. For more information, see here. If necessary, you can change the order info in it. For more information, see here.
Each registered customer has an account with the history of all orders and the history of cashback transactions. For more information, see here.
The history contains detailed information on each order, and allows you to add a customer to the blacklist, activate or delete his account. The Cashback page lets you manage customer’s cashback and view the history of transactions.
An important part of the operator's duties is to work with customer reviews in the Reviews tab. Reviews help to track the general mood of customers, respond to incidents in time and improve the quality of service. For more information, see here.
If you have permission, you will be able to register and solve problem situations in the Problems tab. For more information, see here.
*
Link to this article: here
Updated on: 27/05/2024
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