Subject: UK and USA Hub Phone numbers
From: Subir Chakma <[email-masked]>
To: Gelna Genusolango G <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>
Date: Thu, 26 Jun 2014 23:41:32 +0530 (IST)

UK and USA Hub Phone numbers 

We have set up new US and UK telephone numbers. Both numbers have been redirected to Lsm Phone 

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 

[11:20:50 PM] Subir Chakma: The Suite address phone number is directed to this soft phone. 
[11:20:58 PM] Subir Chakma: We get calls everyday, all the time. 
[11:21:14 PM] LSMPhil Borderlinx: oohhhh 
[11:21:23 PM] LSMPhil Borderlinx: so basically ,,merchant / cs will call us 
[11:21:37 PM] Subir Chakma: Remember, if you realize a call from merchant, you must ask them what is that they need. 
[11:21:45 PM] LSMPhil Borderlinx: yeah 
[11:21:47 PM] Subir Chakma: Whethere it is a direct order by customer, or a concierge order. 
[11:22:01 PM] Subir Chakma: The billing name for concierge is Melaney or John Bish. 
[11:22:45 PM] Subir Chakma: For all customer's direct order, kindly ask merchant they want to know or verify. We can help them with the address. For billing they need to contact Cx thru email. 
[11:22:55 PM] LSMPhil Borderlinx: can you give us more info 
[11:22:57 PM] Subir Chakma: Explain we are freight forwarding company, and that customer is one of our client. 
[11:23:19 PM] Subir Chakma: If its concierge, you arrange a call back, take number and escalate to Concierge 

Regards 
Subir 

Regards 
Subir