SECTION 1 — ROLE OVERVIEW
The Customer Service Representative (CSR) is the frontline communicator between OVMPS, customers, vendors, logistics partners, and internal staff.
They ensure smooth communication, resolve complaints, maintain customer satisfaction, and uphold OVMPS service standards.
The CSR is responsible for receiving issues, documenting them, escalating them to the correct department, and ensuring customers receive timely resolutions.
SECTION 2 — MAIN RESPONSIBILITIES
2.1 Customer Communication
- Handle all customer inquiries via WhatsApp, chat, phone, email, and support channels.
- Provide accurate information on orders, deliveries, returns, product issues, and vendor communication.
- Maintain professional, polite, and solution-focused communication at all times.
2.2 Order-Related Issue Resolution
- Track all complaints involving delays, wrong item delivery, missing items, damaged products, or vendor non-responsiveness.
- Work with logistics partners and vendors to resolve issues within 24–72 hours.
- Update customers regularly until a final resolution is achieved.
2.3 Refund & Return Support
- Guide customers on how returns and refunds work.
- Help them submit proper refund requests and provide evidence.
- Forward all valid refund cases to the QC Officer and State Manager for verification.
- Follow up until the customer’s case is fully resolved.
2.4 Documentation & Record Keeping
- Properly document every complaint or inquiry.
- Record complaint category, customer evidence, timeline, actions taken, and outcome.
- Send daily summary of new issues and resolved issues to the State Manager.
2.5 Customer Education
- Explain how to track orders.
- Guide them on return rules, refund timelines, and vendor responsibilities.
- Educate customers on how OVMPS operates to reduce confusion.
SECTION 3 — WHAT THE CSR MUST NOT DO
❌ Approve or reject refunds.
❌ Process vendor payouts.
❌ Change vendor product details.
❌ Modify order status in OVMPS.
❌ Promise compensation without authorization.
❌ Edit shipping rules or vendor settings.
❌ Interfere in vendor internal affairs.
❌ Access admin-level settings.
SECTION 4 — REQUIRED SKILLS
- Excellent communication and empathy.
- Calm and professional tone.
- Problem-solving ability.
- Ability to multitask and prioritize.
- Basic knowledge of OVMPS vendor dashboard.
- Basic OVMPS order flow understanding.
- Record keeping and reporting.
- Fast response ability.
- Customer conflict management.
SECTION 5 — DAILY ROUTINE
Morning Tasks
- Check unresolved tickets from the previous day.
- Review new refund/return requests.
- Read updates from State Manager.
- Check delivery updates from logistics.
Main Work Hours
- Respond to customer chats and WhatsApp messages promptly.
- Document all complaints as they come.
- Contact logistics or vendors to resolve issues.
- Update customers once progress is made.
- Escalate complex issues to the State Manager, QC, or Logistics team.
Afternoon Responsibilities
- Follow up on all open cases.
- Send reminders to vendors or logistics agents.
- Prepare short summary for end-of-day reporting.
Closing Tasks
- Close resolved tickets.
- Organize unresolved issues for next day escalation.
- Submit final report to State Manager.