January Statement of Understanding - International Team


A red asterisk (*) indicates required questions.

  1. Employee ID*


  1. Full Name (Last Name, First Name)*


  1. JustAnswer Partner Site*
    UK
    DE
    ES
    JP
    JP CSI


  1. • Address the emotional state of the customer as needed during the call.
    • Add tags to the ticket as necessary, and make sure the tags were added correctly.
    • Offer to stay on phone to verify received cancel conf via SMS in addition to email offer
    • Always ask premium service refund reason and make a detailed note both in the phone log & refund page
    • “No CSAT” Tag must be added when a customer declines the CSAT survey or is a “NO CSAT '' survey-type of customer
    • The agent needs to ask the reason for a refund of Pserv – mandatory step
    • Add customer profile to contact details, in addition to private notes, if customer provides account ID after “more info” follow email is sent and replied to by the customer.
    • If agent is absent, they are required to catch up on KMTs from missed weeks
    • Repeat the issue back to the customer to confirm before continuing account lookup
    • Agent should be ready always be ready to accept a phone call when status is available, to avoid non-relevant feedback during opening calls
    • Agents are trained to handle any tickets on FW, so they should process all the tickets they are assigned without fail (for special cases, forward ticket to relevant escalation parties)
    • Inform agents to handle tickets one at a time, avoid opening several tabs and make sure to handle the ticket right away.
    • Acknowledge in the group chat with thumbs up or emoji for process and productivity updates
    • Complete weekly KMT and monthly SOU without fail
    • Always follow refund guidelines. Never proactively offer a refund.

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

    Please select "I understand/I acknowledge" to confirm your acknowledgment.

    I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.

    Please select "I fully Acknowledge but I have question/clarification that I need to raise" if the the topics are not clear to you.*
    I understand/I acknowledge
    I fully Acknowledge but I have question/clarification that I need to raise


  1. If you selected "I fully Acknowledge but I have question/clarification that I need to raise", please provide the questions that you would like to ask.*




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