August 2024 Statement of Understanding - International Team

Acknowledgement and Sign Off


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. The update was discussed to me by:


  1. The update was discussed to me on (mm/dd/yy):*


  1. • The agent must review and accept QMG audits every week. In case of dispute, the agent has to inform their TL within 3 Business Days.
    • The agents will complete their KMT timely, and in case of issues inform leadership immediately.
    • The agent needs to make sure to follow up the steps to answer emails, by checking the account, questions and history of previous emails, before providing an answer.
    • The agent must review both master tag file and training material every week, in order to take into consideration their use.
    • Agents and Team Leads should turn on their JA Teams account while they work and respond to chats mentioning you, including messages with "attention Everyone" in them, within the same working day if possible.
    • Agent must promptly escalate the ticket to TL/SME if the customer requests an escalation to a supervisor and the agent accepts the customer’s request.
    • Agents must verify that number on account or one they obtain is a cell phone that accepts SMS prior to completing a cancel or refund in Admin Tool.
    • When the agent refunds or cancels charges, they should advise customers that they should receive both email and SMS confirmation if both email and mobile/cell number are registered with us.
    • If a customer is calling from their registered contact number, agents can acknowledge it by saying, "I see you are calling from your registered contact number." There is no need to repeat the contact number or ask the customer to repeat it
    • Agent must bear in mind the TUSHE approach (Timely, Unique, Short, Helpful, Empathetic) when responding to customers.
    • Agents should use a GENERIC statement when acknowledging the customer's issue.
    • Agent should proceed with Five9 password reset as soon as they receive the prompt from it. Do not wait until the last minute.
    • Agent understands that a chargeback is: It is the process of disputing a credit card transaction, and JA aims to prevent customers from filing such disputes with their banks.
    • Agent will need to go through the customer’s question page to check for PII and mask it if present.
    • Agent must be able to differentiate between a refund and a voided charge and explain them to the customer. If in doubt, the agent should ask the TL for clarification.
    • Agent must exercise dogfooding to familiarize themselves with JA site once every month.

    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 topics are not clear to you.
    *
    I fully acknowledge
    I have question/clarification that I need to raise


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




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