Purpose: Provide accurate and quick information about products, stores, orders, etc.
Steps:
Acknowledge the inquiry and reassure the customer
Identify what info is needed:
Store timings
Product availability
Delivery info
Stock status
Promotions
Order status, etc.
Search internally or check with the concerned team (POC)
Respond with a clear, direct, and concise answer
Ask if the customer needs anything else
Close the ticket with brief internal notes
TAT: 1–4 hours depending on query
Escalation: If delayed beyond 4 hours or info not available
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