Show:
Never Pay Ah?
Can give discount?
Call and Ask la
Wah Lao ! Billing Ah!
Chin Cai . . .
100
What is the impact when the customer reaches Dunning Stage - LOD1?
Pay $32.10 on top of outstanding charges
100
what is the SR type to raise waiver?
SR Type : Bill Adjustment
100
Customer is on his 15th month contract, wants to change mobile plan from 4G5 to 4G4. ETC description : Mobile Voice New Tiered ETC ($750) - 24 Months Contract How much is the downgrade plan fee?
$224.70 after GST
100
How much is your waiver empowerment?
$50
100
How many SH lines can a new customer(Singaporean) of legal age sign up for?
6 mobile and/or voice
200
Where do you see the status of the customer's line - e.g. Barred, Suspended, Terminated?
Siebel - Summary View Tab and Single Customer View Tab
200
Customer disputes about 1900 charity calls worth $10. First time dispute. How would you raise waiver?
submit the account details to your Team Leader for the waiver
200
Customer is a longtime mobile customer. He wants to find out what additional gifts/ items StarHub can offer him. How can you check?
Go to KBMS--> One Page CCC --> CORE(eChecker)
200
Customer receives IR bill disputing about no numbers reflected under incoming IR call numbers. How would you explain?
Network dependency
200
Customer is travelling to Japan. What is the most economical way of using data (heavy user)?
DataTravel Unlimited at $25/day.
300
Customer's line is in DUNNED BARRING, after payment, how do you unbar?
Create IVR-Dunning SR
300
Explain what is OCC description.
- used when raising BA; It refers to the item that you are waiving off.
300
Customer encountered NP failure Error 303. What could it be? Elaborate.
ID mismatch - SH records have different document/name ID than the other telco.
300
How do you process requests for duplicate bills?
SR Type: Copy bill or Advise to do self help : My SH App
300
Customer signed up for Cable TV, Mobile and MaxInfinity all at the same time. He signed up in May 2016 but until now he was not given Hub Club discount. What could be the possible reason?
The addresses are all different. / One of the services is inactive.
400
Customer called on 08 June 2016 for reconnection of line. Line terminated on 05 March 2016 with ETC. List down your advice.
Check with Team Leader if line can still be reconnected
400
Customer's Youth plan has expired and he wants to ask for waiver for last month's bill - $45 worth of SMS. He will fax in his student plan to you immediately. What are your action plans?
No waiver. Explain before Youth plan expires, SMS is sent to the customer. Customer has to recontract to enjoy continued Student Plan.
400
What is the process for transfer of ownership?
Both parties need to go to shop. Settle all outstanding balance. The new owner pays $20 change of ownership fee.
400
Customer pays through GIRO. He changed his mind to pay his bills through credit card. what would you advise?
Fill up the credit card application form (d/l form through SH website). Once credit card is approved, it will override the GIRO payment.
400
Customer has 3 mobile lines under a/c 1.10234423. He mentioned that he needs 3 copies of the bills every month so he can pass to his friends who are using the 2 other numbers. Any solution to this?
Suggest to separate the account
500
Customer reached FDL stage with outstanding of $300. He demanded to reconnect the line and request for KIV. What would you do?
Reconnection not allowed. use FDL scripting.
500
Customer purchased game credits from Google content. $30 worth of game credits. What is the process of waiver?
Customer must contact the content publisher/ developer using the Contact Info provided by Google. Do a PRS Barring
500
Hub Club customer wants to do early recontract. ERF is $300. He has utilized the last ERF voucher on 25/04/16. How much ERF does he need to pay now?
$100
500
Customer wants explanation for $100 worth of local data usage. How would you justify the charge?
Check TouchPoint to inform the websites visited
500
What is PRS Barring? And how do you add it to customer's account?
Premium Rate Service (PRS) barring is a service that blocks the subscription of Premium services and its charges. / Modify Order