Ecommerce customer service onboarding checklist
Onboarding checklist template
- Employee
- Role
- Start date
- Buddy or manager
Onboarding
From the signed contract to answering customers alone
| Done | Task | Due | Date | Initials |
|---|---|---|---|---|
| Before day 1 | ||||
| Sign the contract and a confidentiality agreement covering customer data | Before day 1 | |||
| Create their own logins for the help desk, store admin and chat, with only the access the role needsNever share one login between people. Their own account shows who did what, and can be closed when they leave. | Before day 1 | |||
| Set up two-step verification on every account | Before day 1 | |||
| Week 1 | ||||
| Walk through the products, best sellers and the questions customers ask most | Week 1 | |||
| Go through your tone of voice, saved replies and response time targets | Week 1 | |||
| Show how to find an order, track a parcel and update an address | Week 1 | |||
| Train them on the returns and refunds procedure | Week 1 | |||
| Limits and escalation | ||||
| Agree what they can do alone, such as refunds or discounts up to a set amount | Week 1 | |||
| Explain when and how to escalate, such as chargebacks, injuries, threats and press | Week 1 | |||
| Explain how to handle customer data and spot phishing or fraud attempts | Week 1 | |||
| Supervised replies | ||||
| Draft replies for a lead to check before they’re sent | Weeks 1 to 2 | |||
| Answer live tickets alone once the lead signs them off | Week 2 | |||
| End of month 1 | ||||
| Review a sample of their tickets, response times and customer ratings with them | End of month 1 | |||
| Agree what to learn next, such as wholesale or marketplace orders | End of month 1 | |||
- Completed by
- Checked by (manager)
- Date
- Notes
