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Customer ServiceSOPsShift requirements

🕐 Shift Requirements

This page outlines the key tasks required during each shift to ensure smooth operations, timely order handling, and clear communication between team members. Each task should be completed in the listed order unless an urgent matter arises. Both the Daily Report and Ticketing System are essential tools — one provides a shift summary, while the other tracks task-specific actions and owners.

✏️ General Guidelines (Applies to All Shifts)

  • When recording new issues or troubleshooting cases, please follow this standard template for consistency:

    Order Number – SIM Type – SIM Number
    &#xNAN;(e.g. INV10648 – Vodafone Spain – 34568122300696851)
    This helps the next person easily identify and follow up on the issue.

  • For all follow-up remarks, use the format:

    Date – Status
    &#xNAN;(e.g. 09/04 (completed), 09/04 (pending))

    • Before ending your shift, make sure:
      • All pending tasks are marked clearly with today’s date – pending
      • The next CSR can easily copy/paste them into a new line for their own daily report
    • At the start of your shift, copy/paste any unresolved follow-up notes into your report so you can continue handling them.
      ➤ This keeps tasks moving forward and avoids confusion or duplication.
    • Update Airtable activations (activation status and mobile number) and close off or follow up on any unresolved activations.
    • Tickets must be updated or closed as part of your shift. This includes assigning tasks to the relevant person (e.g. refunds, dispatch issues) and adding clear notes.

☀️ Day Shift – To Be Completed in This Order

  1. Daily Report Check & Follow-Ups
    • Review the previous shift’s notes in the Daily Report Airtable.
    • Copy and paste the Pending Issues to a new line and start the Daily Report for your shift.
    • Follow up with suppliers/customers on any pending activations, order issues, or unresolved tickets.
    • Update the Daily Report with notes and outcomes of follow-ups.
  2. Ticket System Review
    • Check for open tickets assigned to CSR team.
    • Action or escalate tickets based on the task (e.g. if someone needs to process a refund, or to update an address).
    • Update ticket progress or mark as closed once completed.
    • Ensure no tickets are left hanging without an owner or next step.
  3. Activation Review
    • Check the previous day’s activations (retail + wholesale) to confirm all have been processed.
    • Identify any activations still pending and flag for urgent follow-up or tracking.
  4. Order Check
    • Shopify: Look for high-risk orders or Japan KDDI orders needing special handling.
      ➤ If there are any medium risk orders over $100, flag them and notify management before processing.
    • Shopee/Tokopedia: Add new orders into Airtable for processing.
    • Flag unusual orders or issues for team review.
  5. Urgent Activations
    • Prioritise any outstanding or same-day activation requests.
  6. Urgent Emails
    • Respond to any customer emails marked as urgent (connectivity issues, delivery delays, activation follow-up, etc.).
  7. General Tasks
    • Work through non-urgent activations, customer service emails, platform messages, and internal tasks.
  8. End-of-Shift Summary & Metrics
    • Complete the Daily Report Airtable:
      • Record number of activations completed
      • Count of Amazon/eBay messages replied to
      • Count of emails responded to
      • Notes on any pending issues to pass on to the next shift

🌙 Night Shift – To Be Completed in This Order

  1. Daily Report Review
    • Read the previous (day shift) report and follow up on any unresolved issues.
    • Contact suppliers/customers if required and note progress.
  2. Ticket System Review
    • Check open tickets, especially those requiring overnight follow-up.
    • Add progress notes or close if resolved.
    • Reassign or flag for action in the morning if necessary.
  3. Non-Urgent Work
    • Continue with emails, activations, or tasks that are not time-sensitive.
  4. Final Activation Check
    • Review retail and wholesale activations for the current day:
      • Ensure all have been completed and confirmed.
      • Check activations scheduled for the following day and begin following up if anything appears to be at risk of delay.
  5. End-of-Shift Report
    • Complete the Daily Report Airtable:
      • Summarise key updates
      • Log metrics (e.g. activations completed, customer responses, messages handled)
      • Note anything to flag for the day shift team
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