Difference between revisions of "Task Category"
From crazysales
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! scope="row"|Spam Checking | ! scope="row"|Spam Checking | ||
|style=|- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') | |style=|- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|6.5 |
|- | |- | ||
! scope="row"|Kayako Tickets | ! scope="row"|Kayako Tickets | ||
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- Resolved External Tickets (Answered via other platform like MySale tickets, Amazon Inquiries, TradeMe Q&A<br/> | - Resolved External Tickets (Answered via other platform like MySale tickets, Amazon Inquiries, TradeMe Q&A<br/> | ||
- NOTE: Not applicable for Tickets of eBay Cases (see 'Special Stores (Escalated Cases)') | - NOTE: Not applicable for Tickets of eBay Cases (see 'Special Stores (Escalated Cases)') | ||
| − | |style="text-align: center"|5 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! scope="row"|Chat (Kayako) | ! scope="row"|Chat (Kayako) | ||
|style=|- Regular Chat in Kayako | |style=|- Regular Chat in Kayako | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|11.5 |
|- | |- | ||
! scope="row"|Chat (Facebook) | ! scope="row"|Chat (Facebook) | ||
|style=|- Chat using Facebook Messenger | |style=|- Chat using Facebook Messenger | ||
| − | |style="text-align: center"|5 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! scope="row"|Loss Investigation (New/Long Cases) | ! scope="row"|Loss Investigation (New/Long Cases) | ||
|style=|- Lodging an investigation for out of ETA cases / delivery issues with the courier | |style=|- Lodging an investigation for out of ETA cases / delivery issues with the courier | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|6.5 |
|- | |- | ||
! 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 | ||
- Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal. | - Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal. | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! scope="row"|System Events | ! scope="row"|System Events | ||
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- Uploading/updating tracking information<br/> | - Uploading/updating tracking information<br/> | ||
- Updating order status<br/> | - Updating order status<br/> | ||
| − | |style="text-align: center"|2 | + | |style="text-align: center"|2.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 | + | |style="text-align: center"|4.5 |
|- | |- | ||
! 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 (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets tthat will be closed can be recorded as 'Closed (No Action) / Merged Ticket') | - eBay Cases/Disputes/Return Requests (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets tthat will be closed can be recorded as 'Closed (No Action) / Merged Ticket') | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|8.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|6.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|6.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|6.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|11.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|11.5 |
|- | |- | ||
! scope="row"|Voice (Inbound) | ! scope="row"|Voice (Inbound) | ||
|style=|- Incoming calls | |style=|- Incoming calls | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|11.5 |
|- | |- | ||
! scope="row"|Voice (Outbound) | ! scope="row"|Voice (Outbound) | ||
|style=|- Outgoing calls (Answered) | |style=|- Outgoing calls (Answered) | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|11.5 |
|- | |- | ||
! 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"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
! scope="row"|Closed (No Action) / Merged Ticket | ! scope="row"|Closed (No Action) / Merged Ticket | ||
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- Closed GrabOne Auto-Response or Duplicate Tickets <br/> | - Closed GrabOne Auto-Response or Duplicate Tickets <br/> | ||
- Merged Kayako tickets without reply <br/> | - Merged Kayako tickets without reply <br/> | ||
| − | |style="text-align: center"| | + | |style="text-align: center"|1.5 |
|- | |- | ||
Revision as of 15:46, 2 April 2024
| 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') | 1.5 |
| 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) |
1.5 |
| Late Shipment Defect (Appeal) | - Appeal to eBay to remove a late shipment defect via eBay Portal | 4.5 |
| eBay Messaging | - Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal | 6.5 |
| Kayako Tickets | - Regular Queue (AU/NZ/UK/US), Tickets replied via Kayako - Resolved External Tickets (Answered via other platform like MySale tickets, Amazon Inquiries, TradeMe Q&A |
4.5 |
| Chat (Kayako) | - Regular Chat in Kayako | 11.5 |
| Chat (Facebook) | - Chat using Facebook Messenger | 4.5 |
| Offline Chat (Messages and Surveys - Kayako) | - Customer chats/Surveys with inquiry and need CSR response/resolution | 4.5 |
| Courier Inquiry (Non Voice) | - Incoming email from courier for customer case resolution
- Follow-up cases for loss cases |
1.5 |
| Loss Investigation (New/Long Cases) | - Lodging an investigation for out of ETA cases / delivery issues with the courier | 6.5 |
| On Hold Orders | - Checking and following up On Hold orders that are more than 24 hours
- Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal. |
1.5 |
| Product Review (CS Backend) | - Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend | 1.5 |
| Product Review (Google) | - CSR checks Google reviews and contacts customer for resolution | 4.5 |
| System Events | - Processing order issues before dispatch - Uploading/updating tracking information |
2.5 |
| Technical Query (Outside PH) | - CSR coordinates an inquiry/case with Purchasing / Developer / Technical team | 4.5 |
| RMA APPROVAL | - CSR submits RMA request and Approver checks and approves | 4.5 |
| Return to Warehouse Orders | - Warehouse updates files of items received and CSR reviews and processes resolution to the case | 4.5 |
| 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 | 4.5 |
| Cross Department Request (Non Voice) | - Requests from other department (CN) to contact customer for resolution using non-voice means | 4.5 |
| Interdepartment Request | - CSR request to Special Store CSR to use portal to contact the customer | 4.5 |
| Repayment Issue | - Orders from loss cases that were refunded and CSR contacts customer to request payment | 4.5 |
| Processing Loss Claims | - Courier confirms lost and Loss team files a claim and contacts CSR who owns the case | 4.5 |
| Feedback Request | - CSR contacts customers to ask for feedback for completed transaction without feedback | 4.5 |
| Special Stores | - Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon Portal replies | 4.5 |
| VFang Cases | - CSR contacts supplier for resolution / inquiry on local products | 4.5 |
| Special Stores (Escalated Cases) | - Cases/Disputes on Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
- eBay Cases/Disputes/Return Requests (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets tthat will be closed can be recorded as 'Closed (No Action) / Merged Ticket') |
8.5 |
| 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 |
6.5 |
| Negative Feedback | - CSR reviews negative feedback and contacts customers for resolution to change the rating | 6.5 |
| Negative Feedback (Appeal) | - Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal | 6.5 |
| Cross Department Request (Voice) | - Request from other department (CN) to contact customers for resolution using voice means | 11.5 |
| Courier Inquiry (Voice) | - Courier contact to followup on cases using voice means | 11.5 |
| Voice (Inbound) | - Incoming calls | 11.5 |
| Voice (Outbound) | - Outgoing calls (Answered) | 11.5 |
| Voice (Voicemail / Quick Call) | - Unanswered outbound calls / Left voicemail / Quick Calls | 1.5 |
| Closed (No Action) / Merged Ticket | - Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails
- Tickets related to eBay cases/return requests/disputes/cancellation that no longer need further action in eBay portal |
1.5 |
