Monthly

For escalation to global ops, to which agent do we assign the ticket?

• Fita Putri

• Puspavalli Chinasamy

• Andi Pandu

• Lilik Fadhilah

IMS/T1 team escalates the issue to SG OPS - Akbar. Then, Hafiza replies to the ticket and assigns it to T2. If the issue needs to be re-escalated to SG Ops, the ticket should be assigned back to?

• Hafiza

• Akbar

• Under SG - OPS only

• depends on enquiry (FM/LM to Rahel, WH enquiry to Akbar)
  

Can the "NP Late Response" tag be used for tickets such as?

• have received a response from the NP team but have surpassed the 2 working days-hour response time.

• have received a response from the NP team but have surpassed the 12-hour response time.

• have received a response from the NP team but have surpassed the 2x24-hour response time.

• have received a response from the NP team but have surpassed the 24-hour response time.

Which of the following inquiries does not require monitoring flow?

• Redelivery request

• Reschedule delivery

• Change delivery to the new address

• Special Arrangement request

Which one is the correct of the following statements, assuming the requestor asks the parcel's status only and the POD can't be downloaded from Janio OPS?

• With regards to the delivery of the parcel, it was successfully delivered on 28 December 2023 at 11.00 PM SGT. We hope you enjoy the purchase!
  

• The parcel was successfully delivered on 28 December 2023. You may also check with the other occupants (if any) who live at the delivery address if they have received the parcel on your behalf.

• With regards to the delivery of the parcel, it was successfully delivered on 28 December 2023 at 11.00 PM SGT. You may also check with the other occupants (if any) who live at the delivery address if they have received the parcel on your behalf.

• The parcel was successfully delivered on 28 December 2023. We will escalate this to our team to provide proof of delivery.

When the client (ESW) requests to return the parcel, who will create the return tracking number?

• SME team

• KAM in charge

• CT team

• TH ops

What is the detailed information that should be provided to KAM if the client (GPS) asks about the return cost?

• Lane, Order ID, Consignee address, & DDP or DDU clearance?

• Consignee address, Lane, Origin address, & DDP or DDU clearance?

• Origin address, Consignee address, DDP or DDU clearance?, & ID card.

• DDP or DDU clearance?, Lane, Origin Address, & PIC contact number.

Who is the KAM in charge of Easyparcel MY, SG, & FRX?

• Ruth Liew

• Samantha Yeo

• Noor Afiq

• Jared Siew Chall

Which one is the correct submit option when the parcel status is within the SLA, and the escalation is not required?

• Updated

• WOC

• PIU

• Monitoring

Which one is the correct process when the client requests to cancel the order?

• MS team acknowledges the request > MS team escalates to SME team to cancel the order > SME team cancels the order via Janio Ops > SME team escalates to ops to ensure the pickup is not arranged.

• MS team acknowledges the request > MS team escalates to SME team to cancel the order > SME team cancels the order via Janio Ops > SME team re-assigns the ticket to Tier 2.

• MS team acknowledges the request > MS team escalates to ops to cancel the order > Ops re-essigns the ticket to SME team.

• MS team acknowledges the request > MS team escalates to SME team to cancel the order > SME team cancels the order via B2B portal > SME team escalates to ops to ensure the pickup is not arranged.