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