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We're recruiting: customer support/tech support

Posted on Thu, 1st August 2024

As an applicant for the Customer Support role at Webfactory, what do you anticipate your daily tasks would be if you were selected?
This could be your proudest achievement, a talent you may have or just the type of things you enjoy doing in your free time as examples.

Scenario

A customer has complained that they have received an invoice for the monthly payment but the site has yet to go live:

Dear Webfactory, I am writing to you following an invoice that has been received requesting a payment for the monthly fee. My website is yet to be completed or sent live, why have I been invoiced for something I’ve yet to receive? I am very unhappy to be asked for this money as I only signed up last fortnight. This is not a great start to our ongoing relationship!

Below is some information about the payment. Please write your response for this customer:

  • The monthly fee includes everything to run the site.
  • It starts a month from sign up as we set up their services straight away.
  • They are told on sign up that it will start a month from that date.
  • It is also stated in our T&Cs, important information that was sent and agreed to, as well as the original quote that was send via email before sign up.
  • This invoice is also sent 14 days before actually being due in order to provide plenty of time to make a payment.
Please note, we will pass all responses through AI detection software to ensure they are genuine.