February 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. • Agents must not provide passwords over the phone.
    • Agents can nominate good calls/emails to Team Leaders for the virtual library.
    • The agent must ensure that they are using the proper greeting, including the brand name in Voice.
    • Agents must ensure to probe with the right questions to determine the correct issue.
    • If a customer asks to speak to a supervisor, let them know that someone will follow up on their case via email.
    • In case of a “MBR Other” customer, add a note to specify the reason of choosing this tag.
    • When agent receives a premium service refund request, agent should always ask and make a note of the reasons even if the refund request is made within 30 days from the purchase.
    • Agent should end the call only after customer finishes talking.
    • Agent should always add a note when agent found a customer's registered email address other than listed on FD to avoid multiple account verification emails to the same customer.
    • Instead of "Thank you for calling JA". We want you to say: “Thank you for being the best part of JustAnswer” for our closing spiel.
    • Restate customer issue in beginning of call/email/chat
    • Please share your calls/emails/chats that have opportunities as well

    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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