Hiring customer service staff: what entrepreneurs should know

In the beginning, most online store owners handle every aspect of their business. Every order, every email, and every question falls squarely on their shoulders. Managing it all may not be too challenging at first, but as your online store grows, you'll find yourself facing an increasing number of emails, questions, and orders.

At this point, it's important to accept a simple truth: you can't do it all on your own. If you're spending more time responding to clients than building your brand, it's time to seek some assistance.

In this article, we'll guide you through the process of finding and hiring your first customer service employee, allowing them to take care of your customers while you focus on your core tasks.

When is it time to expand your team?

First, let's pinpoint some key indicators that suggest it's time to bring a customer support person on board.

While it might seem like chatbots or freelancers can address these issues, it's important to realize that bots require setup and supervision, and not all scenarios can be managed by AI. On the other hand, freelancers often handle multiple external tasks and may not fully align with your brand's values or meet your expectations.

Only a dedicated team member can effectively resolve customer issues, handle questions efficiently, and deliver top-quality service that builds lasting relationships with your audience.

Choosing the ideal customer support employee: your guide

Now that you've recognized the need to expand your staff, let's focus on identifying the qualities your ideal customer support employee should possess.

Customer support serves as the face of your online store, making a good impression on your customers and offering solutions to their issues. They're essentially brand ambassadors. To make the right choice, begin by listing the skills you believe your ideal candidate should have for effective client communication.

Here are some key skills to consider, along with recommendations to help you make an informed selection:

Oral soft skills

You want someone who can empathetically address customer concerns and genuinely enjoys assisting people.

Pay attention to how candidates speak about their previous roles. If they frequently discuss contentious situations with customers, they might not be the best fit.

Good grammar

Given that most e-commerce support happens through live chat or email, your employees must express themselves clearly in writing.

Multiple spelling errors on a candidate's resume should raise concerns, as their written interactions with clients could be similarly affected.

Great initiative

Customer support entails swiftly and effectively resolving customer problems, which may involve searching for elusive product information, making autonomous decisions regarding refunds, and proposing improvements to enhance the customer experience.

Ensure the candidate demonstrates initiative and a desire to go the extra mile to deliver results.

Entrepreneurial spirit

Your first customer support hire should be capable of laying the foundation for a system that will serve your online store both now and in the future.

Propose a task involving data sorting and solicit suggestions for optimizing online trading processes. This can help you gauge the candidate's entrepreneurial mindset and potential contributions.

Time management skills

Support workloads can fluctuate significantly. Some days may involve only a few tickets, while others could result in hundreds of questions, each requiring individualized attention.

Inquire about the candidate's past work experiences, specifically how they managed their time daily, weekly, and monthly, especially when facing increased workloads.

Fast learner

Your new customer support employee will initially have limited knowledge about your products. It will be your responsibility to provide training and convey essential details since a clear understanding of your processes is crucial for effective client interactions.

Additionally, you'll want someone who can quickly grasp new information or, at the very least, meticulously document what you convey.

Beyond skills and qualifications, several factors need consideration when selecting the ideal candidate, such as the work environment they'll need to adapt to:

Availability

Ensure that employee availability aligns with the times your customers typically require assistance to provide fast and high-quality service.

If needed, consider hiring two part-time employees working different shifts to cover the necessary hours.

Location

Remote work has become increasingly popular. Determine if your candidate prefers remote work or if they are open to working at the office.

Consider your priorities and establish your communication preferences with your future employee.

Future plans

Employee training is an investment, so ensure the candidate intends to commit for an extended period rather than leaving after a short duration.

To simplify the selection process, categorize the skills into "required," "preferred," and "bonus." This allows for easy assessment of potential candidates and making a well-informed decision.

Onboarding your new employee: setting up for success

Congratulations, you've identified a promising new addition to your team! Now, it's essential to ensure a smooth transition and lay the foundation for their success.

Day one

Spare ample time on your new hire's first day to provide a warm welcome. If you're working remotely, arrange a video call via Zoom or another convenient platform. Walk the employee through your business operations, with a focus on their immediate responsibilities: customer support, order processing, and returns.

Collaboratively tackle a few customer support tickets. Explain where to find information on orders and shipping, and outline the return policy in detail. Be sure to provide comprehensive guidance on what to do and how to do it.

Once you've worked together on some tickets, it's time to let the new employee handle tasks independently. Ensure that they have all the necessary tools set up. Review their responses to customer inquiries before they're sent. Don't assume that a newbie will perform flawlessly from day one, and offer specific feedback as needed.

First month

Over the following weeks, your new team member will acclimate to their role, reducing the need for daily supervision. Nevertheless, certain tickets may still demand your attention, such as issues involving damages, exchanges outside of standard policies, or unusual orders.

By remaining accessible, you'll convey your willingness to assist and further expedite the adaptation process. Establish a feedback mechanism that allows both of you to provide input. Schedule weekly planning meetings to address emerging issues, plan new initiatives, and keep your finger on the pulse.

First quarter

Once your customer support representative has successfully integrated into their role, it's time to set new, ambitious goals. Whether you want to channel their enthusiasm toward enhancing customer satisfaction or boosting repeat purchases, devise a clear plan. Setting explicit objectives will help the support staff focus and chart a path for your business's growth.

Don't be afraid of changes

Hiring a customer support employee may initially seem daunting for a new entrepreneur. Entrusting a portion of your responsibilities to someone else can be nerve-wracking. However, with a well-considered approach, you'll simplify your workload.

Intelligently selecting a customer support professional will provide you with a valuable ally who can enhance interactions between your e-commerce site and customers. This frees you to concentrate on core business activities and invest in the expansion of your online store.

Follow our advice for a successful transition, and remember, you can always reach out to our experts for assistance with your online store. If you haven't yet established your online presence, explore the Sellavi platform, where you can create an online store and experience its convenient functionality during the free trial period.