ONE Group Administration staff details / roles
The following information has been collated from conversations with the EAB (Executive Advisory Board), Kate Gordon and Kristy Zenk with permission to make this available for representatives of ONE Group.
The intention is to clarify the departments and tasks each staff member in the various areas of customer service.
Note email communication is the first and preferred form of communication to the staff. The following list gives a brief outline of where to direct different communications with the office staff. Please note staff members can move departments so this is as of 14th Sept 05. There are a number of staff involved in the various areas with other staff standing in when a staff member is away on holiday leave or otherwise.
New system
1. Limit each email to one specific area or issue to be handled including only relevant questions and information and then send to the person in charge of that area or that departments email address. (See list below for email addresses and areas)
2. If there are a few topics to cover involving other areas of business then please write a new email and direct to the person in charge of that area etc.
This will allow a more efficient and streamlined flow of clear communication to each staff member and their area of focus. The intended outcome is to create a professional and more effective communication between the reps and staff and visa versa.
Past practice: Kate as the admin supervisor pointed out many emails and enquiries have had a mixture of areas of business to be addressed all lumped into one big email going to support@onegrp.com or another person. The consequence of this is before any staff can go to work on your questions someone needs to dissect it, to make sense of the different questions and redirect to the appropriate staff member which is time consuming when there are more than one question relating to different staff.
Email vs phoning : The preferred procedure is for you to email the company with your questions or feedback to support@onegrp.com or other appropriate onegrp.com department.
- Note: When emailing ONE Group please include your username and/or registered name whether it be surname or business name. This will make the process of attending to your enquiry a lot faster.
- Once the email has been received at the company a staff member will reply and then at this point the representative will be on a more personal first name basis with that staff member who is handling their question or enquiry.
- Please note: The following is a brief overview of the contact details and roles each staff member plays which is subject to variation and amendments as the company grows.
- I would like to extend a sincere thankyou to all of our staff for all of their great work, time and service they continue to offer us. Alora Waldron
Administration / Customer Service Supervisor Kate Gordon: Over sees, delegates, and handles any nature of customer service business if needed. Administrative issues. Compensation plan enquiries. Email: admin@onegrp.com / compplan@onegrp.com / kate@onegrp.com
General roles & Areas:
Reception Kate T: 0755392011 Directing calls to appropriate staff to enable the phone lines to stay open.
Home Shopping Danielle: Trouble shooting - credit card charging enquires, moving and placement, compensation plan and genealogy enquires, problem solving. All homeshopping enquires. Representatives reporting to Danielle after the presentation has been held and all orders have been lodged with the company, then Danielle verifys the information reported. Email: homeshopping@onegrp.com / fundraising@onegrp.com/ danielle@onegrp.com
Allie: Trouble shooting - credit card charging enquires, moving and placement, compensation plan and genealogy enquires, problem solving. Autoship and Business Protection - Logging default orders, registrations and cancellations and general enquiries. Email: allie@onegrp.com
General Customer Service & Basic Questions Example: Where is my order? What is my username or what is my password? Product enquires? Email: admin@onegrp.com
Madi: What is the status of my order? What are my log in details? Product enquiries. Handling returns on faulty products and or the 15 day money back guarantee claims for retail shops. Issuing Return Authorisation Numbers, RAN (see returns policy document) Email: returns@onegrp.com / orders@onegrp.com / products@onegrp.com / commadi@onegrp.com
Aileen: What is the status of my order? What are my log in details? Product enquiries. Issuing Return Authorisation Numbers. Email: orders@onegrp.com / aileen@onegrp.com
Accounts
Charlene: Accounts received - Retail Stores, Direct Deposits. Email: accounts@onegrp.com / charlene@onegrp.com
Toni: Accounts received - credit card payments - declined orders, including autoship and Business Protection, credit card authorisations. Email: accounts@onegrp.com / toni@onegrp.com
Advertising/Marketing
Kristy: Advertising and website approval, image and logo requests. Marketing and promotional related topics. Updating events on noticeboard, compiling company newsletter. Handling questions re accessing the conference calls. Mienterprize site. Email: marketing@onegrp.com / advertising@onegrp.com / kristy@onegrp.com
Marketing Projects
Sharne: Co-ordinating projects, distribution of leads, communication with representatives involved in projects etc. Email: Sharne@onegrp.com
Retail,Markets & Expo
Louise: Retail questions in Australia and International excluding order or returns enquires. Retail questionnaire, assessment, approval and Qualification process. Retail allocation and approval process. Email: retail@onegrp.com / louise@onegrp.com
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