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


Courier

Particulars

Email ID

Xpressbees

FWD POC

aaradhana.pandey@xpressbees.com

In Absence of Aaradhana

guruprasad.macharala@xpressbees.com

1st Escalation

anil.sharma@xpressbees.com

KAM

renuka.patel@xpressbees.com

Smartr

1st Escalation

nishaas@smartr.in

2nd Escalation

Lakshmis@smartr.in

KAM

ashishp@smartexpress.in

Delhivery

1st Escalation

UCP Portal- raise tickets

1st Escalation

onlinesupport@delhivery.com

1st Escalation

rishabh.dhawan@delhivery.com

2nd Escalation

ankit.anand@delhivery.com

3rd Escalation

monica.sharma@delhivery.com

KAM

deepak.sharma19@delhivery.com

Bluedart

1st level

SriramK@bluedart.com

2nd level(Regional head)

VijendraB@bluedart.com

Ekart

1st level

Ranjith.r2@flipkart.com

KAM

shafla.malik@flipkart.com



Warehouse Issues POC List


Warehouse /Brands

L1 Contact

L2 Contact

L3 Contact

Central Warehouse- Bangalore

dheeraj@mensabrands.com

robin@mensabrands.com

avinash.jha@mensabrands.com

Central Warehouse-Gurgaon

prem.patil@mensabrands.com

Central Warehouse-Bhiwindi

shravan.kumar@mensabrands.com

Villain

balvant@mensabrands.com



Priyaasi

nadeem.shaikh@mensabrands.com



My Fitness

taha@myfitness.co.in



Karagiri

amit.singh@mensabrands.com

abhishek@karagiri.com


Botanic Hearth &Majestic Pure

vaibhav@mensabrands.com



Bon Organik/Bon Kids

sivakumar@bonorganik.com

udupa@bonorganik.com

dheeraj@mensabrands.com



TrustBasket          L1 Ranjith.naik@mensabrands.com

L2  robin@mensabrands.com


Refund Issues POC List



Refund Issues

Shivakumar.s@mensabrands.com

Sandhya.g@mensabrands.com




Policies/Website Issues/Generic Issues



Policies/D2C related/Generic Issues

Sandhya.g@mensabrands.com

priya.dhunna@mensabrands.com