Who Wants to Be an L2?
Who Wants to Be an L2?
Test your knowledge and skills in customer service with our engaging quiz designed for L2 associates. Encounter real-world scenarios and demonstrate your decision-making abilities.
Prepare for challenges such as:
- Handling consumer fraud reports
- Processing refunds efficiently
- Resolving payment issues
�Excessive courtesies” red-flagged consumer contacts Nike.com CS for a “MOO” and L1 escalates the case to you. What do you do?
- Open a chat with EST and ask to refund.
- First decline the refund and if the consumer disputes this decision escalate to EST.
- Escalate to EST
- Check consumer’s history and trigger the refund + leave a POD flag
POD yellow-flagged consumer contacts us for “RnR” and they have a valid POP.
- You check Cycleon and if you can find the product (style and UPC/EAN match confirmed) under that Postal iD you trigger the refund
- Regardless actual receiving by Cycleon, you escalate to EST to check if the item has been received.
- You send an email to Cycleon to check the Postal iD and which item has been received.
- First decline the refund and if the consumer disputes this decision escalate to EST.
An L1 athlete chats with you to assign an MCB.
- You check the parent case and assign the MCB to the original site where first contact took place, making sure that also the “MCB reporting email” is sent to L2 distro.
- You try to avoid the MCB asking probing questions and trying to use L2 empowerment to solve the case.
- You assign the case to the original site where first contact took place, regardless the language spoken by consumer and you send a message on L2s Quick Connect chat to prioritize the MCB.
- You tell L1 that there is no need for an MCB due to unimportant topic and ask if he/she needs anything else before closing the chat.
A consumer contacts us reporting a fraud related issue : an unauthorized charge occurred on the CC linked to their PayPal account and upon checking CSP the Payment Method shows as “PAYPAL***.com”
- You immediately escalate the case to L3 queue with Priority asking for order cancellation and blacklist the details related to the order.
- You chat with EST asking them to chat with LP and get the case prioritized and consumer refunded.
- You de-escalate the case back to L1 suggesting that, since the CC was linked to PayPal they have to contact PayPal CS to get the transaction voided because LP does not handle such incidents.
- You request order cancellation on CSP choosing “Consumer Request – FRAUD” and you escalate to EST to check if the consumer is eligible for Buyer’s Protection.
Consumer contacts us to modify their Digital Gift Card “Recipient’s email address” due to a typo and L1 chats with you to report this request.
- You advise L1 that such request should be escalated with Priority and a not reported via AC Chat.
- You advise L1 to escalate to your attention and you will send an email to Jigsaw team asking to update N12345XX recipient’s address.
- You ask L1 to bear with you while updating the recipient’s address on Jigsaw portal.
- You instruct L1 that recipient’s address can’t be modified not even if there’s been a typo and you suggest that the case is escalated to contact Jigsaw and request N12345XX cancellation.
A consumer contacts L1 because during their latest participation to a SNKRS raffle, PayPal was not saved as preferred payment method and they wasted a lot of precious time entering these details, in the meantime the item went OOS. L1 escalates to you.
- You send the case back to L1 advising that the item is already OOS and there is no need to escalate launch-related questions as per AKB.
- You advise L1 to gather all the relevant info (consumer email address / Profile iD / SNKRS version / screenshot of the issue with translation etc.) and you open a Nike NOW ticket.
- You escalate the case back to L1 suggesting some helpful troubleshooting and referring them to the relevant AKB: if a consumer does not place an order within 30 minutes after choosing PP as preferred payment method, this won’t be saved on future purchases.
- You escalate the case to EST with all the relevant info (consumer email address / Profile iD / SNKRS version / screenshot of the issue with translation etc.)
A consumer returns to us an order placed in 2020 and paid with Klarna, ER12345XXXXX “Comments” tab shows ACTUAL RECEIVING NODE but C0012345XXXXX “Payment” tab shows ERROR. L1 escalates the case attaching MRF in Swoosh Desk.
- You escalate the case to EST MRF queue after signing the MRF form for approval and asking to L3 for a bank transfer to be made.
- You check Klarna portal and you send the case back to L1.
- You de-escalate the case back to L1 asking if consumer still has Klarna account and if so L1 can escalate back to you so you can forward the request to EST MRF queue for a manual refund via Klarna portal (this is because we can refund via Klarna even if the order is older than 6 months).
- You refer the L1 to Klarna customer service because they have to update the invoice not us.
A polish consumer placed an order and paid via SOFORT but the order got cancelled due to “no payment”. L1 escalates the request to you asking to trigger the refund via SOFORT portal.
- You make sure that POPayment is attached in the escalation and forward the request to EST MRF Queue.
- Regardless POPayment, you ask L1 to enter the IBAN in CSP and after that you chat with EST to get the order refunded.
- If an order is cancelled no charge occurred: you send the case back to L1 advising as per Authorization Release Timeframe.
- You refer the consumer to SOFORT Customer Service due to the fact that they will have to release the funds because Nike never got the money.
A consumer without apparent history contacts us for a Missing Item and L1 escalates to you.
- After a thorough investigation we don’t find history and the amount is reasonable and within our L2 empowerment. You refund and send the case back to L1.
- After a thorough investigation we don’t find history and the amount is reasonable and within our L2 empowerment. You refund and send the case back to L1 selecting Tracer/Refund courtesy in SD Case Details.
- After a thorough investigation we don’t find history and the amount is reasonable and within our L2 empowerment. You refund and send the case back to L1 selecting POD courtesy in SD Case Details.
- After a thorough investigation we don’t find history and the amount is reasonable and within our L2 empowerment. You go ahead and decline the refund selecting a Tracer/Refund courtesy in SD Case Details.
An Italian consumer contacts our customer service claiming that they paid a Nike.com order in COD and afterwards returned the item to us and now they’re waiting for their refund. You check Cycleon and the item seems to be returned but upon checking TN and CSP Comments Tab they respectively show Return to Sender and COD Rejected Line. Also, Payment Status in CSP is “Invoiced”.
- You escalate the case to XPO and check if the item has been received.
- You send the case to L3 regular queue and ask for advice.
- You reassign the case to Offline Tracer queue for a tracer.
- You send an email to UPS carrier to verify amount collected by driver and if confirmed you send the case to Offline Refund queue.
A refund was declined by EST due to history and multiple accounts but upon checking CSP we notice that someone inspected the return and triggered the refund. This needs to be reported for coaching purposes to a local TL / Mentor but we don’t know to who the nickname in CSP belongs to.
- You escalate or chat with EST to check with them and have it reported to FMEA team.
- You can simply chat on Quick Connect and ask someone else help.
- The easiest way to find out to who the nickname belongs is to paste it in Nike email (Outlook) and the complete email address will appear.
- You send an email to L2 distro asking to who the nickname in CSP belongs.
A consumer wants to cancel their Nike.com account and L1 chats with you to ask for help.
- You can take over the case and call back the consumer to confirm their willing to cancel the account.
- You escalate the case to GDPR queue and ask for advice.
- You advise L1 to escalate the case with priority and another L2 in charge of cleaning PR queue will send the case to L3.
- You advise L1 that consumers can delete their accounts in self service on Nike.com/Settings or they can follow the AKB procedure and send to consumer authentication email to confirm their request in order to proceed.
An L1 writes down consumer’s CC details (number, CVV, expiration date) on a SD case and you notice it. This might be a serious GDPR / Security breach and we need to act promptly. The best way to report this is:
- Escalate the case to LP team for fraud and send an email to FMEA squad.
- Add the case to MASK BD box file, open a chat with EST to prioritize the ticket for this one and send L1’s Team Leader an email for urgent coaching opportunities.
- Add the case to MASK BD box file and solve the incident.
- You send an email to L1 on Zimbra telling that this should not be done and if they need clarification they can chat with L2 team.
A consumer paid an order in COD and returned all the items to us: now the consumer is waiting for the refund but they don’t have an IBAN and they wish to receive a Gift Card to continue shopping with us. The items are already “Return Processed” in CSP and L1 escalates the case to you to trigger the GC. What do you do?
- You de-escalate the case to L1 advising that COD must be refunded via OFBT and we could enter a relative or friend’s IBAN in CSP.
- You escalate the case to EST to get the physical Gift Card sent out as soon as possible.
- You de-escalate the case back to L1 advising on correct procedure to add RFO in CSP and click on submit payment button: the credit will go in Transfer_Out in Payment tab and the GC (EO12345XXX) order will ship soon.
- You can ask L3 for a digital Gift Card and they should do it.
A consumer contacts us claiming they returned an item from an order but upon checking Cycleon we can clearly see “EMPTY BOX”. What is the next step?
- L1 can trigger the refund due to threshold within their empowerment.
- Regardless POPostage attached to the escalation, you can forward the request to EST and they will make a decision.
- If no history and no POPostage attached we can go ahead and decline this refund.
- You de-escalate the case back to L1 asking for correct POPostage to be attached (better if it shows the parcel’s weight) and then escalate to EST team for them to make a decision on this or redflag.
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