Subject: Re: Hub Phone numbers - IMP
From: Akhil P Walia <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Arlene A. Putot" <[email-masked]>, Karla Cabarse <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>, Jorge Kho <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Subhash Kumar <[email-masked]>
Date: Sat, 9 Mar 2013 03:28:31 +0530 (IST)

Updated in KB: 

http://cherryinternal.com/support/index.php?action=kb&article=72 

-- 
Regards , 
a kh ! L 

----- Original Message ----- 
From: "Subir Chakma" <[email-masked]> 
To: "Seraj Ahmad" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Arlene A. Putot" <[email-masked]>, "Karla Cabarse" <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, "Gelna Genusolango G" <[email-masked]>, "Abegail Ortega" <[email-masked]>, "Nyle Remo" <[email-masked]>, "Jorge Kho" <[email-masked]>, "Parag Chaturvedi" <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, "vikas Adhikari" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Subhash Kumar" <[email-masked]>, "Akhil P Walia" <[email-masked]> 
Sent: Tuesday, March 5, 2013 4:58:41 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Hub Phone numbers - IMP 

@Phis team. This is for your update only. We have a phone with India team who will be handling the calls. 

Dear All, 

I would like to confirm that we have set up new US and UK tel numbers. Please see below. Both numbers have been redirected to +91 8882856995; I have tested them and they are working! 

Can we please ensure that we always answer the phone promptly : 

“Hello, thank you for calling Borderlinx. This is [ NAME] How may I help you?" 

Merchants: when placing concierge orders; merchant might call to verify the orders. 

- Identify the caller – name of the merchant 

- Request the suite number and recipient of the order 

- Identify the customer on cs.borderlinx.com 

- Confirm details of the order to the merchant 

Merchants reporting FRAUD: 

- Identify the called- name of the merchant 

- Request the suite number and recipient of the order 

- Identify the customer on cs.borderlinx.com 

- Blacklist the Suite number: note the name of the merchant, shipment id, date and CS agent’s name 

- Request from the merchant to email us all the information to [email-masked] along with a prepaid return label, so we can return the shipment 

- Email the customer informing them the reason why the account has been blacklisted 

- Escalate ticket to Finance to check the account against any other fraudulent activity 

Customers: customers might call the number-although this is very rare. Customers prefer to request a “Call Back” or contact us via “Live Chat” as it is free of charge. Suggest to the customer to either join “Live Chat” or leave a “Call Back” request. If the customer prefers to stay on the call, then follow the steps below: 

- Identify the caller- request for the Borderlinx suite number and confirm that the caller is the Borderlinx account holder 

- Locate the account and ask the customer to verify their Email address, Delivery address 

- Ask what the purpose of the call is and how can we help 

- Follow with an email to the customer, confirming what discussed on the call 

Any questions, please let me know. 

Regards, 

Katerina Mousia 

Customer Service Manager 

Homepage

Rgds Subir