Task Category

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 - eBay Backend not pulling data from CS Backend (Uploading tracking number)
eBay Late Shipment Defect	- Appeal to eBay to remove a late shipment defect
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 outside PH 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
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