Monthly Quiz

Which resolution note below is correct?

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If a customer/client Style Theory requests to deliver the parcel to the riser and the customer has left the return parcel to the riser as well, what should the CS do?

• Escalate to Customer Success under Marry Vidal

• Escalate to Style Theory concierge under Marry

• Escalate to SG ops because for domestic Style Theory SG to SG

• Escalate to Style Theory concierge

If there is a parcel with the last status "Hms Delivery Failed Consignee Wrong Address" on February 1, 2024, and the customer requests redelivery to the complete address because the previous postal code was wrong, what should CS do?

• Inform the customer that we will check with the relevant team first whether it is possible because the parcel has been sitting at our WH without confirmation for more than 1 month.

• Inform the customer that the parcel cannot be processed. The parcel has been disposed of due to no confirmation for more than 1 month.
  

• Escalate directly to SG ops to relabel and redeliver.
  

• Inform the customer that the parcel cannot be processed. The parcel has been returned to the client due to no confirmation for over 1 month.
  

Here are the details of the parcel:
- MY to SG
- Last status "Order Received At Local Sorting Center Janio MY Shah Alam" on April 10, 2024
- Information on TN lookup: EDD on April 18, 2024, and MAWB arrived on SG on April 15, 2024.

What should CS do/inform the client/customer?

• Apologise for being stuck/having no update for a few days since April 10 and escalate to MY ops to expedite.

• Inform client/customer that the parcel arrived at SG on April 15, waiting and escalate to SG ops for a status update

• Inform the client/customer that the parcel arrived at SG on April 15 and escalate to MY ops for a status update
  

• Inform the client/customer to wait for the estimated delivery date on April 18 and monitor the ticket.
  
  

What should CS do if the parcel status in Janio OPS is stuck but still within SLA and not updated.

• Escalate to the relevant OPS to check the issue and expedite it.
  

• Check TN lookup and check NP allocation. Inform the latest status to the client/customer according to the NP tracker (ticket resolved)

• Check TN lookup and check NP allocation. Inform the client/customer of the latest status according to the NP tracker and escalate to the relevant OPS for status updates.
  

• Inform last status according to Janio ops and suggest customer/client wait for EDD (ticket in monitoring)
  

What contexts can be added when the client requests to expedite the pickups?

• The order created date & time, pickup cut-off, public holidays, and pickup day & time.

• The order created date & time, pickup cut-off, and pickup day & time.

• The order created date & time, public holidays, and pickup day & time.

• Pickup cut-off, public holidays, and pickup day & time.

If:
a. Origin country is Malaysia
b. Order created on 28 March 2024 at 10 AM
c. Public holiday (Nuzul Al-Quran) on 28 March 2024.

When should the pickup be arranged by the FM partner?

• 29 March 2024

• 28 March 2024

• 27 March 2024

• 1 April 2024

When:
a. Last status: Intra Destination Transfer (Janiomy) on 13 Apr 2024 at 03:46 PM
b. LM Partner: Dhlec_My

What contexts can be added to your response?

• Hub handover to LM & Delivery SLA from hub to delivery zone, Klang Valley.

• Hub handover to LM & sorting process at hub.

• Hub handover to LM, sorting process at hub, & Delivery SLA from hub to Delivery zone, Klang Valley.

• Sorting process at hub & Delivery SLA from hub to Delivery zone, Klang Valley.

When the client asks whether dry foods can be shipped to TH. What should you do?

• Escalate to the TH ops.

• Provide the TH customs link https://www.customs.go.th/cont_strc_simple.php?

• Provide KAM or AM email.

• All answer are correct.

When will the client account be active once they have paid the outstanding payments?

• 1 to 2 working days after completing the payment verification.

• 3 to 5 working days after completing the payment verification.

• 5 to 7 working days after completing the payment verification.

• 1 to 5 working days after completing the payment verification.