October 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. • Account Confirmation:
    • Confirm the customer’s registered email or mobile number can receive messages before sending any communication.
    • Tagging:
    • Use the "Tag Hierarchy" for all tags related to issues, intent, outcomes, retention, or supplemental reasons.
    • Cancellation & Refund Checks:
    • Verify all cancellations and refunds to ensure they are processed accurately and as promised.
    • QMG Review:
    • Review comments in the QMG weekly and sign off promptly.
    • Customer Interaction Language:
    • Avoid assurance phrases like “Since you have got me online…”; instead, use simple, effective language like “I will be happy to help.”
    • Email Investigation:
    • Review email threads, the question page, and transaction history thoroughly.
    • Email Accuracy:
    • Edit emails to reflect correct dates and amounts.
    • Multiple Issues Handling:
    • Identify and tag multiple issues specified by the customer in calls or emails appropriately.
    • Backend Work Awareness:
    • Understand backend processes and actions that impact resolution timelines.


    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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