Knowledge Test

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CS Team Knowledge Assessment

Welcome to the CS Team Knowledge Assessment quiz! This engaging quiz is designed to test your understanding of the various responsibilities and procedures involved in your daily operations. Whether you are a new employee or looking to refresh your knowledge, this quiz will help you better serve our customers.

Participate to learn more about:

Customer service protocols
Prepaid card operations
Common troubleshooting procedures

39 Questions10 MinutesCreated by HelpingHand24

Hello IDT Employees! This quiz aims to test your knowledge regarding your daily job responsibilities as part of the CS Team. Follow the prompts as given. Please answer each question to the best of your abilities. Good luck!

Please list down the steps in Topping Up using the voucher

(Make sure to include the first question you ask the customer as part of the first step)

If the credit card is already registered, what is the first thing you should ask the customer for identity verification?

Security Question and Answer

Credit Card Number

Situational Analysis: A customer in HK is using Boss Revolution and True India Prepaid card. The customer is complaining that he cannot use the newly purchased True India calling card because he is hearing the old balance of his Boss Revolution account. What should you do to rectify this issue?

Situational Analysis: A customer in SG is unable to use his account because the IVR prompted that the system cannot verify his phone number. What should you check first to solve this issue?

Situational Analysis: A customer is calling and requesting to unmap the phone number to the PIN. However, he is unable to provide you the PIN number and at the same time he is calling from another phone number, which is different from the mapped phone number and sounded aggravated. How will you handle this situation?

Proceed to unmap and map the requested number to make customer happy.

Argue with customer that you cannot process his request.

Apologize and explain to customer that we cannot process his request for security reasons.

If the customer is unable to provide you the correct PIN number, what other information can you ask to find the correct PIN?

Registered Phone Number

Overseas Phone Number

Customer in SG is unable to provide the PIN number however he mentioned that his phone number is mapped to the PIN. Will you include the country code in searching for his PIN by his phone number?

Yes

Situational Analysis: A customer in AU using the Unity Card is asking for the access numbers in Sydney and Melbourne. Please provide the steps in locating the access numbers.

1. What is the benefit of using the call back number? 2. In which country is the call back feature offered? 3. What should you do in order for the customer to use the call back number?

A Customer is using a HK Tawag na Plus call card and wanted to send Versaload to a Philippine Globe number for Php25. What are the following steps customer must do to send the Versaload?

A customer in HK is asking if he can use the Bagus card to call Australia and Singapore. Which file should you open to retrieve this information?

A customer is enquiring for the rate calling to USA using the HK Dragon card. Kindly please provide the rate per minute for both landline and mobile calling to USA using HK mobile and landline.

1. Provide the dialing procedure using a Gado Gado card calling to Indonesia. 2. Provide the dialing procedure using a Europe card calling to Greece.

1. What is the purpose of a Tomcat Ticket? 2. If a customer is experiencing routing issues (Fast busy, one-way audio, static, etc.), what kind of ticket should you create?

If the credit card of the customer is Unverified, Auto-Fraud, Increase of recharge Limit or escrow amount has not been released, what kind of ticket should you create?

An AU customer provided a PIN which is Provisioned. What information do you need to ask from customer and who should you email in relation to this case?

If the customer complained that the IVR prompted that his account is “In Use”, what should you put in the email and who should you send the email to?

A Customer lost his PIN and his phone number was unmapped. What information do we need to ask the customer and who should we email to locate the lost PIN?

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