WorksheetsQuiz #2
Total questions: 10
Worksheet time: 3hrs 30mins
Malou is complaining because she was expecting to receive a mobile phone. But when she opened her package, she received a roll of tissue paper. How will you assist her?
Transfer parent case ownership to CSC_SWAT_PH or L2.
Transfer parent case ownership to CSC_Fraud_SWAT.
Advise the customer to submit ORF.
The customer has encountered this error message during checkout. What will be the first step that you will take as you assist the customer?
Ask for screenshot of the error message and transfer case ownership to L2.
Transfer the parent case ownership to BizRisk.
Check GRS tool if customer is blacklisted based on the reply template.
The customer has encountered this error upon checkout. If customer is identified as blacklisted based on the GRS tool, what should be the contact reason of our case?
CSC>>Website & Mobile application>>Problem during placing an order>>Bizrisk GRS Flag
CSC>>Website & Mobile application>>Problem during placing an order>>Not able to checkout order
CSC>>Website & Mobile application>>Problem during placing an order>>Issue on choosing payment method
Jeff wants to deactivate his Lazada account because he is migrating to another country soon. He is currently using an Android phone. What should be our handling?
After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to SWAT_SG.
After providing important information about deactivation, if he is decided to deactivate the account, we will advise the steps on how he can deactivate it via his mobile app.
After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to L2 team.
For everyday cashback, when can a customer utilize their Cashback Vouchers?
Cashback Voucher can only be utilized after Order is delivered.
Cashback Voucher can only be utilized after Order is placed.
Cashback Voucher can only be utilized after Order is paid.
The customer reports that they have received a suspicious SMS that contains a link for a job offer. The customer was afraid to click the link because it may get its personal details. What contact reason should you choose for this concern?
Trust and Safety>>Others>>Suspected Phishing
Trust and Safety>>Others>>Suspicious Bank/Credit Card Transaction
Trust and Safety>>Account Safety>>Suspicious Transaction on Lazada Account
How long before Lazada coins expire?
Coins have an expiry of 1 month from the date of crediting, rounded to the end of the month
Coins have an expiry of 3 months from the date of crediting, rounded to the end of the month
Coins have an expiry of 2 months from the date of crediting, rounded to the end of the month
Mae would like to report that her coins are not issued on her coins balance. She did all troubleshooting steps but she still can't see her updated coins balance. What will you do to help Mae?
Transfer case ownership to L2
Transfer case ownership to CSC_FRAUD_SWAT
Transfer case ownership to TL/SME
Customer has received a mysterious parcel and she confirmed that no family members/friends would send that as a gift. Which department will help the customer with the resolution?
Transfer case ownership to L2
Transfer case ownership to CSC_FRAUD_SWAT
Transfer case ownership to SWAT_SG
What should be the correct contact reason if customer would like to know why do they still need to have two-factor authentication when logging in on their Lazada app?
CSC > Website and Mobile application > My Account > Security Verification - My Password doesn't work
CSC > Website and Mobile application > My Account > Security Verification - Why do I need to do 2FA
CSC>>>Website & Mobile application>>My Account>>Change account details
