L1 Escalation
When L1 gets a ticket and they need to escalate the case they will only escalate it to L2 groups(RER, Delivery and Shipments, etc)
L1 will not internally tag any POC from any other team or internal CX team to look after the case on Freshdesk.
Whenever the case is escalated and needs intervention, L1 will empathize with the customer and escalate the issue to L2 with the status Waiting on Internal Update.
L1 will not resolve the ticket if the customer issue is not resolved.
L1 will not resolve the issue after moving the ticket to L2 groups.
Important Note: Do not tag any agent in Freshdesk
Do not use Whats app for any internal escalations, Approvals, or status checking. Inform the TL/SME to do the same.
L2 Escalation
L2 will follow up on the case with relevant POCs.
L2 will not tag anyone in Freshdesk for escalating issues to any external teams.
L2 will only add private notes and Sub lines of the email drafted outside Freshdesk.
L2 will draft emails clearly mentioning the issue with Order ID, AWB numbers, images, invoices customer details in the email and add POC and follow up there and keeping CxAll@mensabrands.com in cc.
L2 will escalate the case keeping the status as Waiting on Internal update and Appropriate tagging as per Customer VOC.
The L2 team leader will follow up daily on these cases where internal escalations are over Gmail and provide resolutions to the team and go for closure.
Important Note:L2 Team only will email to the concerned POCs and will follow up on email to get faster resolution.
L1 will not follow up on emails, L2 should get this closed with TL/SME only.
Below are the POC lists L2 can use while drafting emails .
Please use the mail Sub-Line:Ticket ID_Order ID_Issue details
Logistic Issues POC list
Warehouse Issues POC List
TrustBasket L1 Ranjith.naik@mensabrands.com
L2 robin@mensabrands.com
Refund Issues POC List
Policies/Website Issues/Generic Issues