Subject: Change in escalation matrix for LMG and change in Fresh desk dispositions
From: Anslem Misquitta <[email-masked]>
To: Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Taima Zeid <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, Sabry Yousef <[email-masked]>, Ashish Karini <[email-masked]>, Sameer Hasan <[email-masked]>, Aditya Manapuram <[email-masked]>, Peter Dsouza <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Mani Choudhury <[email-masked]>, Raja Ramachandran <[email-masked]>, Deeksha <
Date: Fri, 18 Nov 2022 13:04:55 +0000

Hi Nada/Sana/Syed/Malek,

Please pass this to all the agents across CRYSTAL and LSM.

Effective now few changes must be incorporated in fresh desk and in escalation matrix for LMG, which must be implemented on imitate basis.

I have attached the updated escalation matrix for LMG.

Changes made in FD for below disposition (also attached a screen shot for your reference)

  1.  HB Damaged HH item below AED 50 - This disposition will be selected for all damaged item below AED 50 - Amount must be entered for these disposition
  2.  HB Missing HH item below AED 50 - This disposition will be selected for all the missing item below AED 50 - Amount must be entered for these disposition

On FD we also need to select the given below disposition for LMG :-
For LMG - Abu Dhabi/Alin please select this when escalating to courier partner
For LMG - Rest of UAE please select this when escalating to courier partner

Feel free to contact me if any help/clarification required.

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Anslem Misquitta
Retail Operations - Customer Care
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