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WorksheetsMFS backend
Total questions: 10
Worksheet time: 10mins
Name
Class
Date
1.
In case call drop during conversation and efront activity available then backend team will not call back customer and just close the activity
a)
Yes no call back required in this case
b)
Why we call back?
c)
We will arrange call back on priority
d)
there is no call back offered from 4444 helpline
2.
MPIN reset TAT is 1 Working day and customer will also receive the call back from backend team
a)
Yes
b)
No
3.
There is no need to mention L3 in CPS while processing MPIN reset request
a)
false
b)
true
4.
In reversal request if customer called next day of his transaction then amount will be reversed with Fee
a)
True
b)
false
5.
Jazz Cash Visa debit card can be applied VIA jazz cash website and customer do not need any balance in his account while applying his card
a)
true
b)
false
6.
Backend agent will not cater Dormant to active request in case customer account balance is zero and call transferred to backend queue by front end agent
a)
Backend agent will ask customer to call again as this request will only be processed by front end agent
b)
Request will be entertained by backend
7.
There is no payment option in JazzCash related to Pakistan Revenue Authority (PRA)
a)
true
b)
false
c)
we only accept payments VIA QR
d)
payment can be made VIA Jazz Cash App only
8.
while processing reversal in CPS by backend agent, If customer is asking 2nd query related to front end agent for example transaction charges, incentive posting scenarios or cash back offers scenario
a)
agent will ask customer to call 4444 helpline again
b)
backend agent will guide all other info related queries as well
9.
In case we are unable to contact with the customer for his VISA card not received scenario and customer drop the call during conversation
a)
we will contact customer as per defined process and send ISMS in case we are unable to contact customer
b)
no call back or ISMS required by backend team
c)
Expired promo
10.
In case change of SIM or change of ownership has been done on the number, then agent will not reset MPIN within 48 Hours where customer current jazz cash account balance is 1200
a)
True
b)
false
c)
This is an invalid statement
d)
we will transfer call to TL
Reset
