CS Onboarding Specialist - Introduction

What's the Background of having the CS Onboarding Specialist Team, except?

• AA & CA Inquiry taking over >30% of the ticket portion
• CS has less visibility and decision-making ability related to inquiry
• Back and forth communication between CS<>MO/Mrisk<>Merchant
• Extra curricular for CS

What's the expectation for the CS Onboarding Specialist Team, except?

• Taking over instamoney tickets and inquiry
• Smoothen the Xendit onboarding process
• Provide great experience for our merchants
• Able to provide better and faster resolution for our merchants in terms of Account and Product Activation inquiries

You're on email tickets, and customer asking on how to activate BCA Switcher? What will you do?

• Take over and solve the ticket
• Escalated to L2
• Escalate to Product
• Assigned to CS Onboarding Specialist

You're on email tickets, and customer asking on VA Product Fee? What will you do?

• Take over and solve the ticket
• Escalated to L2
• Escalate to Product
• Assigned to CS Onboarding Specialist

What's the operation time of CS Onboarding Specialits team?

• 24/7
• Everyday 8 AM - 8 PM
• Everyday 9 AM - 9 PM
• Everyday 10 AM - 10 PM

How to assign tickets to the onboarding team?

• Choose CS Team Assignee Group
• Choose Dimsum Team Assignee Group
• Choose Business Support Assignee Group
• Choose Onboarding Specialist Assignee Group

Does the CS onboarding team have their own WAG?

• Yes
• No

You're on email tickets, and customer asking on Xendit Dashboard Introduction? What will you do?

• Take over and solve the ticket
• Escalated to L2
• Escalate to Product
• Assigned to CS Onboarding Specialist

You're on live chat inquiry, customer asking about shopeepay product. After you answered, they're asking the progress of shopeepay activation, what will you do?

• Take over and solve the ticket
• Escalated to L2
• Escalate to Product
• Assigned to CS Onboarding Specialist

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