Ozerty Customer Service — Comprehensive Operational Guide

Overview and Purpose

Ozerty customer service must balance speed, technical accuracy and commercial fairness across sales, delivery, returns and post-purchase support. This guide outlines practical procedures, recommended service-level targets and concrete scripts a customer-facing team can adopt to deliver consistent experiences for both B2C and B2B customers.

The approach below is written from the perspective of a customer service operations lead with experience scaling e-commerce support centers. It assumes a product range that includes consumer electronics, home appliances and accessories and is designed to be implementable with CRM tools such as Zendesk, Freshdesk or an integrated ERP helpdesk.

Contact Channels, Hours and Expected Response Times

An omnichannel strategy is essential. Primary inbound channels should be: phone, email/ticket, live chat, social DM (Facebook/Instagram/Twitter) and self-serve knowledge base (FAQ & help center). For each channel define a published first-response SLA and a resolution SLA. Recommended published targets: phone answer within 30 seconds during business hours, live chat first response under 60 seconds, email/ticket first response under 12–24 hours, and social DM first response under 2 hours.

Operational hours should reflect customer geography. Example: for customers in France and EU, maintain phone and chat 09:00–19:00 CET Monday–Saturday and email coverage 08:00–20:00 CET with 24×7 ticket triage for escalations. If 24×7 is not possible, provide clear auto-reply instructions and an escalation path (priority number or email) for critical issues such as safety recalls or power/fires.

Quick Contact Matrix (example)

• Phone (sample format): +33 1 23 45 67 89 — Answer target: ≤30s; handle time target: 6–12 minutes.
• Email/Ticket: [email protected] or help.ozerty.example — First response: ≤24h; resolution: ≤72h for standard issues.
• Live chat: web-based — First response: ≤60s; resolution: single session preferred; escalate if >20 minutes.
• Social DM: monitored 09:00–19:00 CET — First response: ≤2h; move to private channel for account-specific info.

Returns, Refunds and Warranty Policies

Clear, transparent return and warranty policies reduce disputes and chargebacks. Publish a returns policy that specifies the returns window (recommended: 30 calendar days for change-of-mind returns), condition requirements (sealed vs opened), who pays return postage (company for defective items, customer for change-of-mind), and restocking fees if applicable (typical 0–15%).

Warranties should mirror legal obligations plus optional commercial coverage. Many European markets enforce a 2-year statutory warranty; beyond that offer a 1–3 year commercial warranty at a clearly stated price (example: extended warranty €29–€99 depending on product value). For repair estimates set a visible on-site service fee (example: €49–€89) and parts pricing ranges (small parts €5–€50; major assemblies €60–€400) to avoid surprise charges.

Technical Support and Escalation Paths

Technical troubleshooting must be tiered: Level 1 (triage & basic troubleshooting), Level 2 (in-depth diagnostics, software fixes), Level 3 (hardware repair, spare parts and engineering). Define escalation criteria numerically: e.g., unresolved after 30 minutes or two attempts at troubleshooting should escalate to Level 2; safety or product-failure issues escalate immediately.

Document diagnostic scripts and capture required data on first contact: order number, serial number, firmware version, photos/videos of the fault, and steps already taken. This reduces average handling time and increases first-contact resolution. Target first-contact resolution (FCR) of ≥70% for common issues and ≥85% CSAT for resolved cases.

KPIs, Reporting and Quality Assurance

Track a focused KPI set weekly and monthly: First Response Time (FRT), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and return rate as a percent of orders. Example targets: FRT email ≤12–24h, AHT calls 6–12 minutes, FCR ≥70%, CSAT ≥85%, NPS ≥30 for e-commerce consumer brands.

Use quality assurance sampling: audit 5–10% of interactions weekly with a 20-point rubric covering empathy, accuracy, compliance and closure. Tie coaching and compensation to quality and CSAT improvements rather than pure speed to avoid rushed interactions that create repeat contacts. Produce a monthly executive dashboard showing trends, top complaint categories by SKU, and cost-to-serve per channel (example: phone €2.50–€6.00 per contact vs. email €0.30–€1.50).

Practical Templates, Pricing Guidance and Escalation Contacts

Maintain ready-to-use response templates for common scenarios (order status, returns initiation, refund confirmation, warranty repair booking). Each template should include: polite acknowledgement, required customer actions, expected timelines, and a tracking or ticket reference. Example refund timeline: refunds to card within 3–10 business days after receiving returned goods; store credit issued within 24 hours.

Publish an escalation contact map internally: Customer Service Lead (Tier 1 escalation), Technical Manager (Tier 2), Head of Operations (Tier 3). For transparency with customers provide a single escalation email such as [email protected] and a target response SLA of 24 hours for escalations. Regular audit cycles (quarterly) of the escalation queue and annual policy reviews (next review date: Q1 each year) maintain compliance and continuous improvement.