Difference between revisions of "Task Category"

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! style="background:Gray"| '''TASK CATEGORY'''
 
! style="background:Gray"| '''TASK CATEGORY'''
 
! style="background:Gray"| '''DESCRIPTION/SUB-CATEGORY'''
 
! style="background:Gray"| '''DESCRIPTION/SUB-CATEGORY'''
 +
! style="background:Gray"| '''AHT (min)'''
 
|-
 
|-
 
! scope="row"|Spam Checking
 
! scope="row"|Spam Checking
−
|style=|
+
|style=|- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam')
−
- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam')
+
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|eBay Order Issue
 
! scope="row"|eBay Order Issue
 
|style=|- Issues arising from eBay portal like eBay Backend not pulling data from CS Backend  
 
|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)
 
- CSR manually uploads tracking number in the eBay Backend for orders awaiting postage (overdue)
 +
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|Late Shipment Defect (Appeal)
 
! scope="row"|Late Shipment Defect (Appeal)
 
|style=|- Appeal to eBay to remove a late shipment defect via eBay Portal
 
|style=|- Appeal to eBay to remove a late shipment defect via eBay Portal
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|eBay Messaging
 
! scope="row"|eBay Messaging
 
|style=|- Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal
 
|style=|- Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Kayako Tickets
 
! scope="row"|Kayako Tickets
 
|style=|- Regular Queue (AU/NZ/UK/US)
 
|style=|- Regular Queue (AU/NZ/UK/US)
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Chat (Kayako)
 
! scope="row"|Chat (Kayako)
 
|style=|- Regular Chat in Kayako
 
|style=|- Regular Chat in Kayako
 +
|style="text-align: center"|7
 
|-
 
|-
 
! scope="row"|Chat (Facebook)
 
! scope="row"|Chat (Facebook)
 
|style=|- Chat using Facebook Messenger
 
|style=|- Chat using Facebook Messenger
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Offline Chat (Messages and Surveys - Kayako)
 
! scope="row"|Offline Chat (Messages and Surveys - Kayako)
 
|style=|- Customer chats/Surveys with inquiry and need CSR response/resolution
 
|style=|- Customer chats/Surveys with inquiry and need CSR response/resolution
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Courier Inquiry (Non Voice)
 
! scope="row"|Courier Inquiry (Non Voice)
 
|style=|- Incoming email from courier for customer case resolution
 
|style=|- Incoming email from courier for customer case resolution
 
- Follow-up cases for loss cases
 
- Follow-up cases for loss cases
 +
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|On Hold Orders
 
! scope="row"|On Hold Orders
 
|style=|- Checking and following up On Hold orders that are more than 24 hours
 
|style=|- Checking and following up On Hold orders that are more than 24 hours
 +
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|Product Review (CS Backend)
 
! scope="row"|Product Review (CS Backend)
 
|style=|- Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend
 
|style=|- Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend
 +
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|Product Review (Google)
 
! scope="row"|Product Review (Google)
 
|style=|- CSR checks Google reviews and contacts customer for resolution
 
|style=|- CSR checks Google reviews and contacts customer for resolution
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|System Events
 
! scope="row"|System Events
 
|style=|- Processing order issues before dispatch
 
|style=|- Processing order issues before dispatch
 +
|style="text-align: center"|2
 
|-
 
|-
 
! scope="row"|Technical Query (Outside PH)
 
! scope="row"|Technical Query (Outside PH)
 
|style=|- CSR coordinates an inquiry/case with Purchasing / Developer / Technical team
 
|style=|- CSR coordinates an inquiry/case with Purchasing / Developer / Technical team
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|RMA APPROVAL
 
! scope="row"|RMA APPROVAL
 
|style=|- CSR submits RMA request and Approver checks and approves
 
|style=|- CSR submits RMA request and Approver checks and approves
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Return to Warehouse Orders
 
! scope="row"|Return to Warehouse Orders
 
|style=|- Warehouse updates files of items received and CSR reviews and processes resolution to the case
 
|style=|- Warehouse updates files of items received and CSR reviews and processes resolution to the case
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|OOS (WH/DropShip)
 
! scope="row"|OOS (WH/DropShip)
 
|style=|- Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item
 
|style=|- Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Cross Department Request (Non Voice)
 
! scope="row"|Cross Department Request (Non Voice)
 
|style=|- Requests from other department (CN) to contact customer for resolution using non-voice means
 
|style=|- Requests from other department (CN) to contact customer for resolution using non-voice means
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Interdepartment Request
 
! scope="row"|Interdepartment Request
 
|style=|- CSR request to Special Store CSR to use portal to contact the customer
 
|style=|- CSR request to Special Store CSR to use portal to contact the customer
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Repayment Issue
 
! scope="row"|Repayment Issue
 
|style=|- Orders from loss cases that were refunded and CSR contacts customer to request payment
 
|style=|- Orders from loss cases that were refunded and CSR contacts customer to request payment
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Processing Loss Claims
 
! scope="row"|Processing Loss Claims
 
|style=|- Courier confirms lost and Loss team files a claim and contacts CSR who owns the case
 
|style=|- Courier confirms lost and Loss team files a claim and contacts CSR who owns the case
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Feedback Request
 
! scope="row"|Feedback Request
 
|style=|- CSR contacts customers to ask for feedback for completed transaction without feedback
 
|style=|- CSR contacts customers to ask for feedback for completed transaction without feedback
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Special Stores
 
! scope="row"|Special Stores
 
|style=|- Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon Portal replies
 
|style=|- Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon Portal replies
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|VFang Cases
 
! scope="row"|VFang Cases
 
|style=|- CSR contacts supplier for resolution / inquiry on local products
 
|style=|- CSR contacts supplier for resolution / inquiry on local products
 +
|style="text-align: center"|5
 
|-
 
|-
 
! scope="row"|Special Stores (Escalated Cases)
 
! scope="row"|Special Stores (Escalated Cases)
 
|style=|- Cases/Disputes on Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
 
|style=|- Cases/Disputes on Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
 
- eBay Cases/Disputes/Return Requests
 
- eBay Cases/Disputes/Return Requests
 +
|style="text-align: center"|9
 
|-
 
|-
 
! scope="row"|Cases closed without seller resolution (Appeal)
 
! scope="row"|Cases closed without seller resolution (Appeal)
 
|style=|- Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal
 
|style=|- Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal
 
- Inquiry to eBay about a decision on a case/dispute that needs further action on our end
 
- Inquiry to eBay about a decision on a case/dispute that needs further action on our end
 +
|style="text-align: center"|7
 
|-
 
|-
 
! scope="row"|Negative Feedback  
 
! scope="row"|Negative Feedback  
 
|style=|- CSR reviews negative feedback and contacts customers for resolution to change the rating
 
|style=|- CSR reviews negative feedback and contacts customers for resolution to change the rating
 +
|style="text-align: center"|7
 
|-
 
|-
 
! scope="row"|Negative Feedback (Appeal)
 
! scope="row"|Negative Feedback (Appeal)
 
|style=|- Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal
 
|style=|- Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal
 +
|style="text-align: center"|7
 
|-
 
|-
 
! scope="row"|Cross Department Request (Voice)
 
! scope="row"|Cross Department Request (Voice)
 
|style=|- Request from other department (CN) to contact customers for resolution using voice means
 
|style=|- Request from other department (CN) to contact customers for resolution using voice means
 +
|style="text-align: center"|12
 
|-
 
|-
 
! scope="row"|Courier Inquiry (Voice)
 
! scope="row"|Courier Inquiry (Voice)
 
|style=|- Courier contact to followup on cases using voice means
 
|style=|- Courier contact to followup on cases using voice means
 +
|style="text-align: center"|12
 
|-
 
|-
 
! scope="row"|Voice (Inbound)
 
! scope="row"|Voice (Inbound)
 
|style=|- Incoming calls
 
|style=|- Incoming calls
 +
|style="text-align: center"|12
 
|-
 
|-
 
! scope="row"|Voice (Outbound)
 
! scope="row"|Voice (Outbound)
 
|style=|- Outgoing calls (Answered)
 
|style=|- Outgoing calls (Answered)
 +
|style="text-align: center"|12
 
|-
 
|-
 
! scope="row"|Voice (Voicemail / Quick Call)
 
! scope="row"|Voice (Voicemail / Quick Call)
 
|style=|- Unanswered outbound calls / Left voicemail / Quick Calls
 
|style=|- Unanswered outbound calls / Left voicemail / Quick Calls
 +
|style="text-align: center"|2
 
|-
 
|-

Revision as of 11:38, 30 August 2023

TASK CATEGORY DESCRIPTION/SUB-CATEGORY AHT (min)
Spam Checking - Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') 2
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)

2
Late Shipment Defect (Appeal) - Appeal to eBay to remove a late shipment defect via eBay Portal 5
eBay Messaging - Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal 5
Kayako Tickets - Regular Queue (AU/NZ/UK/US) 5
Chat (Kayako) - Regular Chat in Kayako 7
Chat (Facebook) - Chat using Facebook Messenger 5
Offline Chat (Messages and Surveys - Kayako) - Customer chats/Surveys with inquiry and need CSR response/resolution 5
Courier Inquiry (Non Voice) - Incoming email from courier for customer case resolution

- Follow-up cases for loss cases

2
On Hold Orders - Checking and following up On Hold orders that are more than 24 hours 2
Product Review (CS Backend) - Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend 2
Product Review (Google) - CSR checks Google reviews and contacts customer for resolution 5
System Events - Processing order issues before dispatch 2
Technical Query (Outside PH) - CSR coordinates an inquiry/case with Purchasing / Developer / Technical team 5
RMA APPROVAL - CSR submits RMA request and Approver checks and approves 5
Return to Warehouse Orders - Warehouse updates files of items received and CSR reviews and processes resolution to the case 5
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 5
Cross Department Request (Non Voice) - Requests from other department (CN) to contact customer for resolution using non-voice means 5
Interdepartment Request - CSR request to Special Store CSR to use portal to contact the customer 5
Repayment Issue - Orders from loss cases that were refunded and CSR contacts customer to request payment 5
Processing Loss Claims - Courier confirms lost and Loss team files a claim and contacts CSR who owns the case 5
Feedback Request - CSR contacts customers to ask for feedback for completed transaction without feedback 5
Special Stores - Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon Portal replies 5
VFang Cases - CSR contacts supplier for resolution / inquiry on local products 5
Special Stores (Escalated Cases) - Cases/Disputes on Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon

- eBay Cases/Disputes/Return Requests

9
Cases closed without seller resolution (Appeal) - Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal

- Inquiry to eBay about a decision on a case/dispute that needs further action on our end

7
Negative Feedback - CSR reviews negative feedback and contacts customers for resolution to change the rating 7
Negative Feedback (Appeal) - Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal 7
Cross Department Request (Voice) - Request from other department (CN) to contact customers for resolution using voice means 12
Courier Inquiry (Voice) - Courier contact to followup on cases using voice means 12
Voice (Inbound) - Incoming calls 12
Voice (Outbound) - Outgoing calls (Answered) 12
Voice (Voicemail / Quick Call) - Unanswered outbound calls / Left voicemail / Quick Calls 2
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