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Supervisors C.S - Coggle Diagram
Supervisors C.S
Systems and processes
Admin Jhan
Quantitative tickets analyse How many and How good we are
Logistic and return label-> Kim
Restocking -> Praesidus XL - FL -> Mark - Other brands Judith
Marketing
Marketing activity -> Brand manager Pinky or Reda
Product detail -> Product manager Yoee for FL - Louise/Brenda for others
Quality questions - How to use -> Product manager + Videos + tools on FAQ update
Products questions -> Brand Manager
Order inquiry (before order placed) -> Product manager
Return and refund -> Google sheet -> Destination to 3 PL ->
Rebelyn
Collab (brands - Influencer - Designers - Staff) -> Kristine
Repair -> Kim -> USA -> 3 links -> HK - Others - HK?
Qualitative ticket analyse
Reporting -> Quantitative -> Jahn Sandrine and me
Activity per CS -> Load balancing (how many tickets per CS - time to respond - reopening rate - never ending tickets - refund amount
By topic
Quantitative analyse ticket and way to solve it per activity as described above
Activity per brand how many ticket I have by brands and types of tickets => Update FAQ and change products or shopify
Bi monthly meeting - Meeting leader is CS supervisor - attendant are all the related peoples with an Agenda (topics sent by topic manager + CS supervisors) -> every body READ the agende BEFORE the meeting -> And we decide action plan to improve - No improvement above 2 tickets
Team members
Armie 9 to 6 pm
Add 1?
April
Belle 4 am - 12 noon
Jenn 12 to 9 pm
Ednelyn 6 am 3 pm
Ferdinand
Chuck
Ferdinand
Brands
April
FL -> Reda
Armie
Praesidus -> Oscar
WG brands -> Pinky