# Customer Support Dept #### 1. Objective The CSR Team is responsible for ensuring **efficient client support, smooth onboarding, successful client adoption, and proactive client monitoring**. All CSR activities must be **logged in ClickUp under the specific Client Profile**, ensuring transparency, proper documentation, and continuity of support. Every interaction, training, setup, or follow-up must have a **corresponding ClickUp activity entry**. #### 2. CSR Team Structure | Role | Responsibility | | ------------------------------- | ------------------------------------------------------- | | CSR Lead | Supervision, escalation management, workload delegation | | CSR Support 1 | Frontline client queries | | CSR Support 2 | Frontline client queries | | CSR Billing Coordinator | Billing verification and payment tagging | | CSR Implementation Specialist | Onboarding and training | | CSR Customer Success Specialist | Client monitoring and success | The roles may **rotate weekly or monthly** depending on workload and team development. #### 3. Core CSR Task Categories **3.1 Client Support (Frontline Queries)** **Purpose and Goal:**\ Handle real-time client questions and provide immediate assistance. **Tasks** * Checking and doing the **Endorsement** list * Respond to **Viber/Email/Phone** Call queries * Provide quick troubleshooting * Clarify system features * Identify issues that require escalation * Coordinate with Technical Support if needed **ClickUp Client Profile Logging**: CSR must log issues only, no need to log basic queries with sample format: 
Support Query - This is the Activity Name
Concern: Sales report not matching expected total
Action Taken: Guided client to check cashier shift closing report
Remark: Always check knowledgebase
Status: Resolved
**3.2 Billing & Payment Monitoring** **Purpose and Goal:**\ Ensure accurate tracking of payments and billing confirmations. **Tasks** * Monitor **Viber/Email** payment submissions * Initial verification of proof of payment * Send proof of payment and tagging in Finance GC * Tag payments in Billing System * Coordinate with Finance/AM team if needed clarification * Follow up missing payments if needed **3.3 Client Implementation (Onboarding)** **Purpose and Goal:**\ Guide new clients from **signup to system readiness**. **Tasks** * Welcoming of the new Clients and scheduling of Onboarding schedule * Online Onboarding of schedule clients * Creation of Client Profile on Click-Up **ClickUp Client Profile Logging**: CSR must log with sample format: ``` Online Onboarding - This is the Activity Name. Date and Time: Jan 1, 2029 - 1 PM Attendees: Owners/Cashiers/IT/Sales AM Remark: Upsells Timekeeping feature, printer, etc. ``` **3.4 Client Training** **Purpose and Goal:**\ Ensure clients and staff can properly operate the system. **Training Types** * POS training * Admin portal training * Inventory training * Reporting training **Tasks** * Conduct training session * Answer operational questions * Verify client understanding **ClickUp Client Profile Logging**: CSR must log with sample format: ``` POS/Admin/Messenger Training - This is the Activity Name. Date and Time: Jan 1, 2029 - 1 PM Attendees: Owners/Cashiers/IT/Sales AM Duration: 1 hour Topics Covered: Sales transaction Void/refund End-of-day closing Status: Completed/Unfinished Remark: Lack of time, for rescheduling next week ``` **3.5 Customer Journey Management** **Purpose and Goal:**\ Ensure clients **progress from signup to Go-Live smoothly**. **Tasks** * Follow-up clients not yet live * Monitor setup progress * Ensure configuration completion * Identify blockers preventing Go-Live **Excel File and ClickUp Client Profile Logging:** CSR must log with sample format: ``` Client: Pink Parlour - West Insula Activity: Go-Live Follow-up Status: Menu configuration incomplete Action: Coordinated with client for menu upload Next Step: Training scheduled tomorrow CSR: Vicky ``` **3.6 Customer Success & Client Health Monitoring** **Purpose and Goal:**\ Ensure long-term **client adoption, retention, and system utilization**. **Tasks** Client Health Monitoring * Identify clients with **no usage for 7 days** * Check low system activity * Monitor recurring operational issues Client Success Follow-up * Contact inactive clients * Identify operational challenges * Assist in improving system usage * Share helpful features **Excel File and ClickUp Client Profile Logging:** CSR must log with sample format: ``` Client: Café Severino Activity: Client Health Monitoring Observation: No transactions for 8 days Action: Contacted client Finding: POS device internet issue Resolution: Guided router restart Status: Client operational again CSR: Mark ``` **3.7 Technical Support** **Purpose and Goal:**\ Handle **complex or system-level issues** requiring deeper investigation. **Tasks** * Replicate client issue * Gather screenshots/logs * Validate bug reports * Coordinate with Developers * Confirm resolution with client **ClickUp Client Profile Logging**: CSR must follow the format already given on the blank template. #### 4. Mandatory ClickUp Logging Policy To maintain **accountability and historical support records**, the following must be logged: #### Must Be Logged * Client complex issues resolved * Onboarding activities * Training sessions * Customer success follow-ups * Technical troubleshooting #### Activity Naming Format ``` [Activity Type] - Short Description ``` Examples: * `Training - POS Basic` * `Support - Sales Report Inquiry` * `Billing - Payment Verification` * `Customer Success - Usage Follow-up` * `Technical Support - Printer Issue` #### Escalation Flow CSR → Technical Support → CSR Lead → Development Team Rules: * CSR must attempt **initial diagnosis first** * Technical Support validates before escalation * Dev team receives **replicated issue with complete details** #### CSR Lead Responsibilities The CSR Lead oversees: * Daily task delegation * Escalation management * Client critical concerns * Monitoring CSR workload * Ensuring ClickUp logging compliance #### Weekly CSR Alignment Meeting Duration: **15 minutes** Agenda: 1. Review client issues 2. Identify system problems 3. Share client feedback 4. Identify improvement opportunities This allows the CSR team to **continuously improve service quality**. #### Key Principle for CSR Team The CSR team must follow this operational mindset: **Respond Fast**\ **Document Clearly**\ **Resolve Completely**\ **Support Proactively** Every client interaction contributes to **better service quality and stronger client relationships for Clibase Tech**. [^1]: --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://internal-faqs.clibase.tech/customer-support-dept.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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