Difference between revisions of "Task Category"
From crazysales
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|- | |- | ||
! scope="row"|eBay Order Issue | ! scope="row"|eBay Order Issue | ||
| − | |style=|- Issues arising from eBay portal | + | |style=|- Issues arising from eBay portal like eBay Backend not pulling data from CS Backend |
| − | + | - CSR manually uploads tracking number in the eBay backend for orders awaiting postage (overdue) | |
|- | |- | ||
! scope="row"|eBay Late Shipment Defect | ! scope="row"|eBay Late Shipment Defect | ||
| − | |style=|- Appeal to eBay to remove a late shipment defect | + | |style=|- Appeal to eBay to remove a late shipment defect via eBay Portal |
|- | |- | ||
! scope="row"|eBay Messaging | ! scope="row"|eBay Messaging | ||
Revision as of 09:31, 1 August 2023
| TASK CATEGORY | DESCRIPTION/SUB-CATEGORY |
|---|---|
| Spam Checking |
- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') |
| eBay Order Issue | - Issues arising from eBay portal like eBay Backend not pulling data from CS Backend
- CSR manually uploads tracking number in the eBay backend for orders awaiting postage (overdue) |
| eBay Late Shipment Defect | - Appeal to eBay to remove a late shipment defect via eBay Portal |
| eBay Messaging | - Outgoing message sent to an eBay customer or to eBay Customer Service via eBay portal |
| Kayako Tickets | - Regular Queue (AU/NZ/UK/US) |
| Chat (Kayako) | - Regular Chat in Kayako |
| Chat (Facebook) | - Chat using Facebook Messenger |
| Offline Chat (Messages and Surveys - Kayako) | - Customer chats/Survey with inquiry and needs CSR response/resolution |
| Courier Inquiry (Non Voice) | - Incoming email from courier for customer case resolution
- Follow-up cases for loss cases |
| On Hold Orders | - Checking On Hold orders that are more than 24 hours |
| Product Review (CS Backend) | - Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend |
| Product Review (Google) | - CSR checks Google reviews and contacts customer for resolution |
| System Events | - Processing order issues before dispatch |
| Technical Query (Outside PH) | - CSR coordinates an inquiry/case with Purchasing / Developer / Technical team |
| RMA APPROVAL | - CSR submits RMA request and Approver checks and approves |
| Return to Warehouse Orders | - Warehouse updates files of items received and CSR reviews and processes resolution to the case |
| OOS (WH/DropShip) | - Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item |
| Cross Department Request (Non Voice) | - Requests from other department to contact customer for resolution using non-voice means |
| Interdepartment Request | - CSR (voice) request to Special Store CSR to use portal to contact the customer |
| Repayment Issue | - Orders from loss cases that were refunded and CSR contacts customer to request payment |
| Processing Loss claims | - Courier confirms lost and Loss team files a claim and contacts CSR who owns the case |
| Feedback Request | - CSR contacts customers to ask for feedback for completed transaction without feedback |
| Special Stores | - Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon Portal replies |
| VFang Cases | - CSR contacts supplier for resolution / inquiry on local products |
| Special Stores (Escalated Cases) | - Cases/Disputes on Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
- eBay Cases/Disputes/Return Requests |
| Negative Feedback / Appeal | - CSR reviews negative feedback and contacts customers for resolutions to change the rating |
| Cross Department Request (Voice) | - Request from other department to contact customers for resolution using voice means |
| Courier Inquiry (Voice) | - Courier contact to followup on cases using voice means |
| Voice (Inbound) | - Incoming calls |
| Voice (Outbound) | - Outgoing calls (Answered) |
| Voice (Voicemail / Quick Call) | - Unanswered outbound calls / Left voicemail |
