Subject: RE: Updated escalation matrix for HH issue very important
From: Yahia Taha <[email-masked]>
To: Layan Shehadeh <[email-masked]>, Rozan Abdelraziq <[email-masked]>, Nada Hattar <[email-masked]>, Niren Dsouza <[email-masked]>, Saurav Chakraborty <[email-masked]>, HB.CCCKSA <[email-masked]>, Crys_HBKSA <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Nour Hanayneh <[email-masked]>, Saurabh Dadu <[email-masked]>, Baraa Abukhadra <[email-masked]>
Date: Wed, 12 May 2021 10:13:12 +0000

Dear All,

Please check below escalation matrix for newly added courier company call FODEL and follow the same for any related issue.

Company
FODEL
FODEL
FODEL
FODEL
Country
Saudi Arabia
Saudi Arabia
Saudi Arabia
Saudi Arabia
City
Jeddah
Riyadh
Dammam
KSA
Department
Operations
Operations
Operations
Customer Service
Standard

Name
Mohamed Farhan
Shahryar Iftikhar
Zohaib Zaffar

Position
Field Operation
Field Operation
Field Operation
Customer Support
Tel

Mobile
966597118841
966594893153
966542464456
966542387485
e-mail
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
Escalation 1

Name
Firas Suleiman
Firas Suleiman
Firas Suleiman
Firas Suleiman
Position
Head of KSA
Head of KSA
Head of KSA
Head of KSA
Tel

Mobile
966549999409
966549999409
966549999409
966549999409
e-mail
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Yahia Taha [email-masked]<mailto:[email-masked]>
Sent: Tuesday, March 23, 2021 1:13 PM
To: Baraa Abukhadra [email-masked]<mailto:[email-masked]>; Layan Shehadeh [email-masked]<mailto:[email-masked]>; Rozan Abdelraziq [email-masked]<mailto:[email-masked]>; Nada Hattar [email-masked]<mailto:[email-masked]>; Niren Dsouza [email-masked]<mailto:[email-masked]>; Saurav Chakraborty [email-masked]<mailto:[email-masked]>; HB.CCCKSA <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>; Nour Hanayneh <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Updated escalation matrix for HH issue very important
Importance: High

Dear team,

Attached file includes all updated escalation matrix for courier, internal team, and fulfilment team , kindly follow the same while creation fresh desk tickets and guide your

Respective team accordingly.

Important notes:

  1.  For LMG internal issues child ticket to assign to KSA WH.
  2.  Fulfilment issues related to (missing item, wrong item, excess item)
  3.  For issues related to shipment level not item level please assign the ticket to [email-masked]<mailto:[email-masked]> [email-masked]<mailto:[email-masked]> as 1st escalation and [email-masked]<mailto:[email-masked]> as 2nd , [email-masked]<mailto:[email-masked]> as 3rd

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C8f5b884ad5474048c22808d8ede44a83%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637520912328473728%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ADMeGPF%2Fffnw8N61HQhkX7ouWBEp1CqevtIm%2Fv6esbQ%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C8f5b884ad5474048c22808d8ede44a83%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637520912328483723%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=p%2FO85iVwkokRu9Kmnv5u4mYLupbRH4f8AxAkUI6wRqA%3D&reserved=0>
[lg][hb]

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