Title Profit in Peace - Senior Customer Support Specialist [All Exercises].pdf ✅

Profit in Peace Senior Customer Support Specialist Skills Assessment - Customer Support Strategy CONTEXT As Profit in Peace transitions from a seasonal business model to offering evergreen services, there will be a significant increase in the volume of customer support tickets. This exercise aims to evaluate your ability to propose a strategic plan for building the customer support department, ensuring it can scale efficiently as the business grows. BACKGROUND Up until now, Profit in Peace operated on a seasonal basis, resulting in limited customer support needs. With the shift to evergreen offers, the company anticipates a higher volume of client inquiries that need to be resolved or deferred to appropriate team members. As part of this transition, the company is hiring you as the Senior Customer Support Specialist to manage these inquiries and support the COO in developing the infrastructure of the department. Your task is to write a proposal detailing your plan and considerations for building the customer support department. The proposal should outline what the company should consider and provide an intelligent roadmap for scaling the support operations, keeping in mind that a full-fledged operation is not immediately necessary. INSTRUCTIONS 1. Develop the Proposal: Create a detailed proposal that outlines your vision for building the customer support department. Your proposal should: ■ Highlight key considerations for establishing the support infrastructure. ■ Provide a strategic plan for scaling the support operations as the business grows. ■ Be between 5-10 slides in content (no more). 2. Upload the Proposal: Use any tool you prefer to create the strategy (e.g., Canva, PPT, Slides, Docs, Word, etc.), but ensure the final deliverable is in PDF format. Upload the PDF to your Google Drive and share the link in the text box on Willo. Ensure the document permissions are set to allow access to anyone with the link.
CONSIDERATIONS ● Format Flexibility: There is no specific format expected for the proposal. Think about what you believe would be the best approach for this endeavor. This is your chance to showcase your strategic thinking and creativity. ● Ownership Perspective: Consider this scenario as if it were your own business. What steps would you take to ensure a smooth transition and scalable support operations? How would you structure the department to handle increased customer inquiries efficiently? ● Critical Thinking Over Design: We are more interested in your critical thinking and strategic planning than your ability to create a visually appealing presentation. Focus on developing a solid plan rather than spending too much time on design elements. This exercise should not take more than a few hours to complete, so allocate your time wisely and ensure your proposal is thorough yet concise.
Profit in Peace Senior Customer Support Specialist Skills Assessment - Email Template Creation CONTEXT Creating efficient ways to resolve customer support tickets is crucial for the Senior Customer Support Specialist role at Profit in Peace. Templates are a great tool because they ensure efficiency, accuracy, and consistency in responses. This exercise aims to test your ability to create customer support templates that are clear and effective. BACKGROUND After being the Senior Customer Support Specialist for one month, you realized that one of the most frequent emails you receive is from clients needing support logging into the live training sessions for the program. To save time and enhance efficiency, you decided to create a template with detailed step-by-step instructions on how to log into the sessions, as well as some best practices and common mistakes to avoid. The training program includes five sessions, each on a different day: ● Day 1 (June 3): The Strategy ● Day 2 (June 4): The Solo Startup ● Day 3 (June 5): Stealthy Source & Launch ● Day 4 (June 6): Execution Plan ● Day 5 (June 7): Zero Money Method INSTRUCTIONS 1. Research: Conduct thorough research on how to log in to a Zoom session, best practices, and common mistakes to avoid. 2. Craft the Email: Create an email template with step-by-step instructions on how to log in to the sessions, including the links to each of the five sessions. For the purposes of this template, you can make up the Zoom Links. 3. Basic Setup and Controls: Include instructions for basic camera and microphone setup, as well as a brief overview of basic Zoom controls to help clients navigate the sessions smoothly. You are free to include any other information or instructions you find relevant and useful for this objective. 4. Upload the Template: Create the email template as a Google Doc and share the link in the text box on Willo. Ensure the document permissions are set to allow access to anyone with the link.
CONSIDERATIONS ● Creativity: Be creative and leverage multimedia elements such as screenshots with notes and video tutorials to create an engaging and informative email template. ● Clarity and Simplicity: Ensure the email is easy to read and understand. Use simple language and avoid jargon. ● Professional and Friendly Tone: Maintain a professional yet friendly tone throughout the email to make clients feel welcome and supported. ● Visual Appeal: Use formatting elements such as bullet points, bold text, and hyperlinks to enhance the readability and visual appeal of the email.