Task Category
| 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 | 7 |
| 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 |
5 |
| Chat (Kayako) | - Regular Chat in Kayako | 12 |
| 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 |
| Loss Investigation (New/Long Cases) | - Lodging an investigation for out of ETA cases / delivery issues with the courier | 7 |
| 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. |
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 - Uploading/updating tracking information |
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 (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') |
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 |
| 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 |
2 |
