Customer Service Representatives, Define Process Flows for Most Common Tasks
Customer Service Representatives, Define Process Flows for Most Common Tasks
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Salary Not Disclosed
1 Vacancy
Job Description
The Tasks should be broken into 2 categories:
1. Tasks that do not require specialized software to complete this software should be easily obtained by anyone
2. Tasks that do require industry specific or otherwise specialized software to complete
This project will require the following deliverables:
5-10 Non-Software Specialized Tasks - Customer Service Representatives:
Task type
Short purpose/description of the task
Build milestones
Actual specification of the task
Any input data /context / artifacts (files etc) required to complete the task
Non specialized software required to complete this task
Difficulty level (based on calibration provided)
5-10 Specialized Software Tasks - Customer Service Representatives:
Task type
Short purpose/description of the task
Build milestones
Actual specification of the task
Any input data /context / artifacts (files etc) required to complete the task
Specialized Software required to complete this task (ideally available for purchase and not a custom in-house tool)
Difficulty level (based on calibration provided)
Initial state of task setup in the free software alternative (setting up accounts dummy data eg in Salesforce setup dummy customer accounts with dummy data etc)
Ideally the tasks setup here can still be performed if the initial state of the software is updated
We will provide an Excel file for you to enter the information listed above and submit back to us. Below is a list of example tasks we would be interested in for Lawyers and Judicial Law Clerks you will be expected to update and add any common tasks completed in your day-to-day.
Difficulty Framework:
You will be expected to assign a difficulty score from the list below for each of the tasks you define. Some examples are included for reference.
Easy: Routine tasks direct customer interaction with clear guidelines (e.g. metrics tracking queue monitoring answering standard queries).
Medium: More involved supervision analysis and review handling more complex issues (e.g. team supervision feedback analysis interaction review resolving escalated but defined problems).
Hard: Requires problem-solving and strategic development team and process leadership (e.g. escalation handling for novel/high-impact issues service protocol development resource planning strategic service improvements)
Task Type Categories:
Team management
Customer interaction
Knowledge management
Quality assurance
Performance analysis
Cross-functional coordination
Examples:
Using ticketing systems/CRM to manage customer inquiries (email chat phone)
Accessing knowledge bases for enquiries and troubleshooting
Logging interactions
Updating knowledge base
Examples of Software Used - Customer Service Representatives:
Customer service platforms/Ticketing systems (Zendesk Freshdesk Salesforce Service Cloud ServiceNow HubSpot Service Hub Intercom Helpscout osTicket Zammad)
Communication tools (Email chat systems VoIP phone software like RingCentral or Nextiva team messaging apps like Slack or Teams)
Knowledge management software (Confluence Guru Bloomfire DokuWiki BookStack)
Workforce management (WFM) systems (NICE IEX Verint Assembled)
Analytics platforms (BI tools like Tableau or Power BI reporting features within service platforms survey analysis systems like SurveyMonkey or Qualtrics).
Open Source / Free Software Alternatives - Customer Service Representatives:
Ticketing Systems: osTicket Zammad Request Tracker UVDesk FreeScout
Communication: Thunderbird (email) Mattermost Element (Matrix) for team chat; Jitsi Meet for video
Knowledge Management: DokuWiki BookStack MediaWiki Outline (self-hosted)
Analytics/Reporting (General): Metabase Apache Superset Google Data Studio (free tier) reporting within ticketing systems
Surveys: Google Forms LimeSurvey (self-hosted)
Remote Work :
Yes
Employment Type :
Contract
Employment Type
Remote
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
