Chat Ledres
$10/hr
Manage Team Performance, Create Analysis, Process Recommendation, Maintain Client Relation
- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Location:
- Bacolod, Visayas, Philippines
- Experience:
- 13 years
Objectives:
To avoid unnecessary waiving of fees for C2C
To ensure agents will not missed to document the reason why fee was waived
Problem Statement:
Top reason for invalid waiving of c2c
Agents used the card order reasons for waiving instead of c2c
Agents failed to document the reason why thy waived the fee or included the supervisor ID’s for those escalated issues
Suggestion:
Tcam will disabled the waiving option for agents access for those scenario that is not part of the reason why we should be waiving the fees
Team Lead can still able to waive the fee for escalated scenario
Tcam will automatically generate an auto note in messaging section every time c2c has been processed like the sample format below
Example of support note: " C2C from to for <$XX.XX> per CH's request. Waived fee "
For those scenario which c2c should not be processed tcam should restrict with an error indicating why c2c can’t be process
From account is a Western Union account and has an active card
IDQ failed and it’s within 24 hrs period
