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Relavique

Customer care & back-office support

Customer care and back-office support alongside specialist work

Specialist teams often work best with reliable everyday support around them. Where it fits your set-up, the same team model can handle customer contacts and back-office tasks.

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Colleagues focused on their monitors at a shared office desk

The challenge

Routine contacts and administration still need to be accurate and on time. Handling them alongside specialist work keeps knowledge in one team and avoids unnecessary handovers.

Typical scope

  • Email, phone, tickets and chat
  • Order and booking enquiries
  • Case administration
  • CRM updates
  • Ticket triage
  • Workflow follow-up

Responsibilities and boundaries

Our team handles

  • Handling contacts and tasks within the agreed scope
  • Day-to-day supervision and scheduling
  • Documenting cases in your systems
  • Escalating exceptions to your named owners

You retain

  • Customer policies, refunds and goodwill rules
  • Decisions outside the agreed authority
  • Granting and removing system access
  • Final responsibility for financial transactions

How onboarding works

We train the team on your products, processes and systems using your materials and input from your experts. Launch follows once training and system access are in place.

Our approach draws on practical Customer Experience consulting and operations experience: clear ownership, documented processes and effective escalation.

Read the full process

Quality and reporting

Before launch we agree what good looks like for your customers. We then monitor, coach and report against those measures.

  • Quality criteria based on your standards and tone of voice
  • Regular review of a sample of interactions
  • Agreed measures such as response times and resolution
  • A fixed review rhythm with your contact person

Related services

Let’s design the right specialist team for your business.

Tell us about your cases, customers, partners and languages. We will come back to you to discuss what a dedicated team could look like.

Discuss your team