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WorksheetsQuiz MASS
Total questions: 59
Worksheet time: 30mins
On dialing 2201*1# customer can subscribe to the
1) Whatsapp sashay offer
1) youtube sashay offer
1) Facebook sashay offer
If complaint is against helpline staff then lanch below case in super office.
Type of Case: General Complaint → Area: Staff Related → Sub Area
Type of Case: General Complaint → Area: Staff Related
Type of Case: General Complaint → Area: Staff Related → Sub Area: Staff Related
1) Type of Case: General Complaint → Area: Staff Related → Sub Area: Staff Related
1) PKR. 50
1) PKR. 70
1) PKR. 100
1) None of the above
SMS delivery services has been discontinue for prepaid and postpaid jazz customer only
1) False
1) True
Prepaid MPTY is auto activated if customer request to activate or deactivate the service, super office case will be catered
True
False
……………. Ensures that an SMS it is delivered on party B even when their phone is switched off for a month
Jazz missed SMS alert
Jazz Fauri SMS
Jazz smart SMS
Jazz cricket postpaid user will be charged RS.50 per month for JAZZ cricket service
True
False
For successful streaming of tamasha users need to have the latest version of the app installed for android only
False
True
From Jazz & Warid prepaid only can check details from jazz reseed SMS
True
False
L3 verification means
1) Name + CNIC
Name + CNIC + Voice Discrimination
1) None of above
Call Details with Rs.100 charging is available from ……… against any number
Franchise
1) Business center
1) Both a & b
1) None of the above
it is manadory for call center agent to guide customer that he/she may receive call same day till 10 pm or next day if Case is created after 6 pm
True
False
Warid E-Sim is currently available at
Jazz Experience centre
Franchise
Both A & B
If customer is not eligible for reactivation offer then agent need to create case in super office
True
False
If customer complaint regarding Jazz world app functionality. We will follow below handling
Super office -> Digital Channel Complaints -> Jazz World App Self Service Complaint -> Postpaid/Prepaid
Super office -> Jazz World App Self Service Complaint -> Digital Channel Complaints -> Postpaid/Prepaid
Super office -> Jazz World App Missing Offer –> Jazz World App Missing Offer
Super office -> Digital bundle subscription Channels -> Postpaid/Prepaid
Customer have the option to block notification received from smart sms platform
Send unsub to 6070
Send block to 6070
Send blank to 6070
None of the above
Send (UNREG) to 3627 to block promotional messages
True
False
Price for sim replacement has been increased from PKR 250 to PKR 300
True
False
Customer have the option of number selection in Jazz Aarzi Numbers.
True
False
Missed call alerts are received for missed calls from On-net number only.
True
False
Spotify app is available for ___?
Andriod Users
IOS Users
Both a & b
In case customer received success message after dialing *112# however jazz advance is not posted in customer account we will forward below mentioned complaint.
Billing Adjustment
Subscription & Charging
Both a & b
None of the above
For postpaid voluntary blocking following check needs to be taken
There should be at least one paid invoice and 30 days usage
Write off amount should be cleared
Rs. 888 balance is available in customers account
If customer complain that postpaid IVR is played on his prepaid number while dialing 111 IVR.
Route customer on 777 IVR
Escalate to TL
None of the above
Incase customer tried to subscribe Jazz bundle via HBL or Easy paisa apps. and recharge received, we will create in super office
True
False
Customer can avail MCA service from our self service channel
*444#
Jazz world app
Both a & b
There is monthly purchase limit of PKR 10,000 for postpaid
False
True
While activating IR for voice only, customer need to select
2G/3G/4G(AUTO)
2G /3G/4G
2G/3G network only
To update expiry date of credit card in direct debit agent will guided the customer to visit nearest franchise only
True
False
Auto restoration is applicable on DNR_B2C Collection path
True
False
E-Sim is available for Warid New sale activation
True
False
*5299# sim delivery TAT of agent contact is
1 hour
1 day
None of the above
More than 15 days indoor issue is known and complaint will not be acknowledged in network related
True
False
Security Deposit (ISD) required for Gold ultimate max
Rs 5000
Rs 3600
Rs 2600
Jazz mobile app store service is available for prepaid and postpaid users.
True
False
If record is online payment is not updated in efront & CRM but customer claims that payment was made
Acknowledge complaint
Guide customer to contact respective bank
Escalate to TL
None of the above
We need to offer Jazz caller name service while handling other CLI confirmation or Obnoxious caller name queries
False
True
Same QR Code of E-SIM will be used, if handset is changed.
True
False
TAT for network complaint is
4 hours
2 hours
None of the above
While creating network related complaint case in super office it is mandatory to entre the problematic cell Site ID in
Case category field
Case description
Case title field
None of the above
In MBB monthly Mega bundle customer will receive 110 GB in ___?
PKR 2000 (Inclusive is Tax)
PKR 2400 (Inclusive is Tax)
PKR 2086.95 (Inclusive is Tax)
PKR 2086.95 (Exclusive is Tax)
What will be the warranty claim procedure for wifi devices?
6 months Battery
1 year
None os the above
If spam number is blocked on “92xxxxxx blocked due to PTA Frequency Filter – SC9000”
Guide customer to contact with PTA
E-front >Creator Tab > SMS spammer restoration
None of the above
Customer can get their email address updated in CSRTB by sending email to 2000 via SMS from his number
True
False
If customer haven’t received any message after sharing balance or he is unable to identify the main problem he faced, agent will forward the call to escalation team for Party B identifier.
True
False
Bio metric verification will not be required prior for E-Sim activation.
True
False
We will take complaints regarding sub/ Unsub of CVM offers
True
False
In EFU Hafiz Plan Pakistani Nationals who aged a minimum of eighteen (18) years and under seventy five (75) years can avail Hafiz plan.
True
False
If customer is unable to perform deactivation of BKK unsub himself then agent will deactivate via CSRTB.
True
False
3 DAY Gup shup offer is available for jazz prepaid subscribers only
False
True
For change of ownership of deceased person guide customer to visit jazz office with
Death Certificate + Original CNIC
Death Certificate + Original CNIC + FRC
Death Certificate + Original CNIC +FRC + Undertaking
None of the above
If customer want to change of ownership of deceased person pocession of sim must be ensured.
True
False
Case creation TAT for VAS de-Activation
24 hours
48 hours
We will create CVM offer deactivation case in super office
True
False
If complaint is against helpline staff then launch below case in super office.
General complaint > Sub area: staff related > Area: Staff related
E-front > General complaint > Area: staff related > Sub Area: Staff related
Both a & b
None of the above
MBB welcome back offer is available for data sim only
False
True
Guide customer to visit ___ for issuance of E-Sim
Jazz Experience center
Franchise center
Both a & b
*699# menu is only be accessible by the eligible bronze customers (30 day active generating more than PKR 100 in a month).
True
False
We will only block number 3 times in a calendar week from helpline.
True
False
