CSR Job Description
This document describes the different roles, workflows, and responsibilities of CSRs (Customer Service Representatives) in our team.
CSR Roles and Responsibilities
| CSR Type | Responsibilities |
|---|---|
| LiveChat CSR | Responsible for answering wallet users' questions via LiveChat. |
| Merchant Group CSR | Provides support in merchant Telegram groups. |
| Order Review Team | Handles order issues raised by MCG, OX, or LiveChat. |
tip
Since the Merchant Group isn’t very busy, the Order Review Team helps with Merchant Group tasks as well..
CSR Work Details
| Category | LiveChat | Merchant Group / Order Review Team |
|---|---|---|
| Response Time | First reply within 35 seconds. | React by liking the message within one minute and start the verification process. |
| Types of Questions | inCash usage and trading issues. | Order inquiries, merchant member sales issues. |
| Tools Used | LiveChat seat, CW account, Telegram. | Telegram, CW account, MC account. |
| Basic Skills | Fast typing, English proficiency, translation tools, inCash order lookup. | Fast typing, translation tools, inCash order lookup. |