Customer Service Executive Onboarding Plan

Important Note: It is important that the Customer Service Executive reviews our Customer Process Document, as this will guide everyday tasks. Understanding this document is essential for performing the role effectively, as it outlines our key processes and templates.

Please also read through our main clients subscription packages, to understand.

Main Client Subscriptions: Private Equity Africa.

1. Email Setup

• Email Configuration: Details will be sent separately to your mailbox
• Test Email: Send a test email to:
  • research.team2@peafinmedia.com
  • admin.support@eminvestment.co.uk
  • admin@peafinmedia.com
• Email Usage: Only use the allocated email for company-related communication
• Email Signature Format:

  [First Name, Last Name]  
  [Job Title]  
  [Company Name]  
  [Company Phone Number]  
  [Company URL]  
  

• Outlook Setup:
  • Preferred email client is Microsoft Outlook (online portal generates errors)
  • Check email for Outlook setup details or contact:
    • admin.support@eminvestment.co.uk
    • team@frontcapmedia.com
  • Confirm Outlook setup by sending a test email

2. Initial Tasks

1. Set Up Email – Log in and confirm access by sending a test email.
2. Test Outlook Email – Ensure Outlook is set up correctly.
3. Review Documents & Links – Understand company protocols, tools, and workflows.
4. Prepare for First Meeting – Check outstanding client inquiries in the mailbox and add them to the online agenda.
5. Sign NDA – Complete and submit the confidentiality agreement.
6. Confirm First Call – Scheduled for Tuesday, 4th March 2025, at 12:30 UK. Confirm availability by emailing team@frontcapmedia.com.
7. Access CRM (HubSpot) – Log in and confirm access to the CRM system (invitation sent via email).
8. Customer Process Document – Read through the Customer Renewal Process Document to understand our templates and processes. You will need to fully understand this, as this will guide your tasks on a day-to-day basis. This is your roadmap.

3. Communication Guidelines

• Response Time: All client emails must be acknowledged within 24 hours, even if the full resolution is pending.
• Client Contact Policy:
  • Clients must only be contacted via HubSpot CRM – Do not contact clients directly.
• Urgent Issues:
  • Non-Confidential Issues: Request urgent calls via team@frontcapmedia.com.
  • Confidential Issues: Email office.manager@peafinmedia.com and executive.manager2@frontcapmedia.com.

4. Weekly Responsibilities

• Customer Service & Sales Support:
  • Manage the customer service and sales mailbox
  • Respond to customer inquiries and complaints
  • Process orders, forms, and customer requests
  • Contact existing customers regarding new services
  • Update and maintain customer records in HubSpot CRM
  • Follow up on inquiries to ensure resolution and positive customer experience
• Internal Reporting:
  • Submit a weekly report detailing activities and customer interactions
  • Track time using the Time Planner:
    • Before each shift – Log planned tasks
    • After each shift – Log completed tasks and time spent

5. Weekly Team Call

• Time: Tuesdays and Thursdays at 12:30 PM (UK time)
• Meeting Link: Weekly Call (link provided separately)
• Agenda: Discuss customer issues, updates, and feedback

6. Performance Expectations

• Maintain professional communication with clients and team members.
• Ensure timely responses to emails and tasks.
• Accurately update customer interactions in HubSpot CRM.
• Adhere to confidentiality policies and company protocols.
• KPIs will be discussed in due course.

7. Support Contacts

• Technical Issues (Email & Outlook): admin.support@eminvestment.co.uk, team@frontcapmedia.com
• General Queries & Team Support: team@frontcapmedia.com
• Confidential Matters: office.manager@peafinmedia.com, executive.manager2@frontcapmedia.com

Welcome aboard! We look forward to working with you.