A
At what level is Account Management?
Level 1
CEO of Angkas
George Royeca
At what level is Resolution Experts?
Level 2
What are the operating hours of Service Excellence?
24/7
It empowers us to monitor customer conversations across email, phone, chat, social media and instant messaging.
Freshdesk
As part of our tool as we utilize this to communicate with other departments to be able to assist and resolve queries and concerns by either customer or biker.
Google Chat or Gspace
It is our main database where all the information of the bikers and customers are stored.
Angkas Admin Portal (AAP)
Our phone system which provides end-to end communication between our Biker/Customer and service excellence representatives.
LGO Phone System
When do we use "Concern Tagging"
If the concern raised was a complaint or problem that needs immediate assistance.
What is the "User" in the tagging
A classification of which stakeholder to properly determine through data who contacted us.
Where does supports posts all the updated process internally or gathered updates from different departments?
SE | Pure Updates
It is a tool that is used to respond to expired tickets on Freshdesk
Meta
Agents are able to read between the lines and don’t require customers to repeat themselves
Active Listening
Agents are able to ask the right questions to quickly and completely understand the issue or inquiry of the customers
Critical Thinking
Agents are reliable, patient, and have a composed demeanor or tone
Professionalism
Agent must always assume positive intent and understand where the customer is coming from
Empathetic