November Statement of Understanding - International Team
Name: 


  1. JustAnswer Partner Site
    JP
    UK
    ES
    DE


  1. Employee ID


  1. Full Name (First Name, Last Name)


  1. 1. Refer to predefs uploaded on FreshWorks rather than depending on their personal downloadable copies
    2. Offer to stay on the line with the customers to ensure that they have received cancellation confirmation or refund email
    3. As best practice, you should paraphrase the customer’s query for better understand and accurate resolution
    4. Ensure that you correctly validate the customer’s query of refund/ auth cancellation and provide relevant explanation
    5. You must check previous/ historical interactions when talking to the customers to ensure correct resolution
    6. Ensure to resolve primary and secondary issues that the customers raise on the call or email
    7. All relevant notes should be added on the customer’s account
    8. All the agents should use Zendesk for sharing information with the customers
    9. All the agents should report missing articles to their Team leads or Quality leads so that they can be added on ZD
    10. Do not offer to contact our legal team or consumer affairs. Please handle the query or offer the correct escalation matrix
    11. If the customer asks for a supervisor, please handover the call to them or arrange for a call-back if TL not available
    12. Ensure to follow the correct account verification hierarchy on calls
    13. Do not forget to simulate account of customers for posting questions, rating the expert, unsubscribe from emails/ SMS.
    14. Ensure to add email address/ phone number of customer while updating FreshDesk phone log

    All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.

    Please type "I Acknowlege" on the textbox below




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