Customer Service Supervisor information roadmap
The Customer Service Supervisor manages customer inquiries (such as customer registration, orders, returns, and auctions) and has authority to complete tasks that cannot be accessed by a Customer Service Representative, such as approving system-denied returns records, and contacting customers regarding payment exceptions (such as credit card authorization failures). In addition the Customer Service Supervisor can perform all the tasks assigned to a Customer Service Representative to learn about these tasks refer to the Customer Service Representative information roadmap.
Customer service
- Manage customers
- Add a new customer
- Find, list, and change customer registration information
- Reset customer logon passwords
- Manage orders
- Find, list, change, cancel, split, and add comments to orders
- Place, change, and cancel orders for customers
- View a customer's order history
- View a summary of each order
- Manage auctions
- List and find auction bids for a customer
- Monitor and respond to any active auction forums
Manage customer care
- Provide real-time customer support using a Lotus Sametime synchronous chat applet
- Create, change, and delete customer care queues for managing real-time customer support
Participate in asynchronous collaborative business discussions in the form of workspaces using Lotus QuickPlace- Find and list returns
- Manage payments
- Access WebSphere Commerce Payments
- Approve, deposit, settle, and find payment
- Find payment batches
Related concepts