BigPay

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BigPay Customer Support Quiz

Test your knowledge and skills in providing top-notch customer support for BigPay! This quiz is designed to evaluate your understanding of the common scenarios faced in customer interactions and the appropriate actions to take.

11 engaging questions
Covers various customer service scenarios
Multiple choice and text response questions

11 Questions3 MinutesCreated by HelpingHand42

Customer with the proxy 0000001240473 came into chat on 29/1/2022 requesting for a remittance refund that he did which was RM419. What would be your first action?

Customer requests to cancel account. Which of the following workflow is correct for cancellation requests?

Thank the customer for being a BigPay customer > Escalate for account cancellation

Send retention template via email > Customer insists to cancel > Request for bank details if there is any remaining balance > Escalate for account cancellation

Advise the customer to walk-in to Wisma Tune for cancellation

There is no cancellatin escalation for BigPay account

Which scenario best describes 'Replacement on Renewal'

Customer's current card is expiring and there was a new card processed. However, customer claims to have not received it

Customer has an existing Big Loyalty prepaid card which is about to expire. However, customer has not received the renewal card although it has been renewed

Replacement on renewal is the same as a normal replacement

None of the above

What is the card delivery status for the customer with the mobile number +601163549595?

Delivered

Need Phone Number

No consignment number

Return to shipper

The customer with proxy 000000671111 claims not to have received their card. Which would be the right action for this customer's issue?

Check for POD > Confirm shipping address > Advise customer to report card as lost and stolen within the app

Check for POD > Confirm shipping address and change details if required > Replace the card via BPA

Check for POD > Confirm shipping address and change details if required > Replace the card via BPA > Escalate for replacement on renewal

Check for POD > Confirm shipping address and change details if required > Escalate to replacement on renewal

Customer has inquired on a pending remittance transaction and agent has advised accordingly. Since it is an FCR ticket, which of the following would be the correct workflow in solving FCR tickets?

Solve the ticket with the appropriate tagging even if customer does not acknowledge

Advise the customer > Ensure customer has acknowledged the advise given > Tag the ticket under the right sub-category > Solve ticket

Keep the ticket open

Escalate the ticket to any team as a method of clearing your bucket

Customer with email shawnwyx@hotmail.com has complained that there were duplicate charges from the fuel station on 2/7/2022. What is the status of the transaction now?

Customer claims that the payment he made to his Onlyfans account on 2nd, 3rd and 8th of March 2022 was not received. He came to our support on 2nd July 2022 to dispute on the trasnsactions. Which of the transactions can he dispute on?

All of them

2nd and 3rd of March 2022

8th of March 2022

All transactions cannot be disputed

Customer would like to make a local bank transfer. However, customer does not have a local bank account to complete his bank validation. What can we advise this customer?

Advise customer that bank validation is the only choice

Inform the customer to use other banks

Advise the customer to use Duitnow instead to make local bank transfers

None of the above

BigPay

BigPay Customer Support Quiz

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