CSR TRAINING NOTES - REVISED.pdf

SELLING AIRDROP Trainer: Ms. R. Griffiths We offer 4 different types of services; namely: IMPORTING EXPORTING PURCHASING FREE RETURNS IMPORTING: Air freight For importing services we charge based on the weight of the package....

SELLING AIRDROP Trainer: Ms. R. Griffiths We offer 4 different types of services; namely: IMPORTING EXPORTING PURCHASING FREE RETURNS IMPORTING: Air freight For importing services we charge based on the weight of the package. We start as low as $4.50USD for half pound, $6.50USD for the first pound and $3.50USD for each additional pound up to 20lbs. For 21lbs and over, the charge is $3.00USD for each additional pound. The standard shipping generally takes 2-3 business days after the package arrives at our warehouse once there are no flight delays. IMPORTING: Sea freight For sea freight we charge based on the dimensions. If your package weighs more than 15lbs we recommend sea freight which is $9usd per cubic feet. Sea freight can take a minimum of 4 WEEKS AND ANOTHER 1 WEEK FOR CLEARING AND OFFLOADING CONTAINER. NB: The estimated arrival time for sea freight shipments is dependent on the amount of packages available to complete a container. EXPORTING: We offer exporting through DHL. To provide a quote we require: 1. Value of the items in USD 2. Weight of the package in kg 3. The destination-(country) Customer’s are quoted from the DHL rate sheet. If the item values over $100 USD, $3500 JMD is added to the DHL rate. If you are uncertain if an item can be exported, please contact your supervisor or a DHL retail supervisor(876) 552-5430. PURCHASING: For purchasing services we charge 5% of the order total. This is recommended for customers who are without a visa debit/ credit card or those who are not tech savvy. Steps To Complete An Internet Purchase: ❖ Request the ASIN, Item # or the link for the desired item from the customer. (N.B. Ensure that the website is authorized by the order department) ❖ Locate the item and add it to the cart. ❖ Skip to the review your order screen. ❖ Always select the cheapest shipping option, unless it is a time-sensitive item. ❖ If the order total is over 50 USD, educate the customer about customs duty. ❖ Save order details screen as a PDF [AMAZON ORDER- AIR#-DATE] Go to the google sheets and select the internet purchase receipt that belongs to you. Enter the customer’s name. Change the date to today’s date. Input the account number. Enter the site name under the description. Enter the quantity. Input the order total provided by the website. Under notes, enter the order total used. N.B. ALWAYS CHECK THE EXCHANGE RATE Save the purchase receipt as a PDF [INTERNET PURCHASE-AIR#-DATE] Send the customer an email and BCC [email protected] EXAMPLE SHOWN IN THE IMAGE BELOW  We accept cash, card and bank transfer. All bank transfers should be confirmed by [email protected] before sending off an order. Separate purchase cash from Point of sale cash with a poly- bag. Ensure to add the relevant information on a label and have it placed in the bag. RETURNS We offer free returns for packages shipped with us. We would require: 1. The return label 2. The original packaging 3. Invoice 4. The item return date must be 30 days or more. When conducting a return the account holder must be the person present. All returns must be logged in the return book and signed by the customer. CUSTOMS DUTY Packages that value $100 USD and over will attract customs duty. Customs duty is a percentage of the CIF value that is charged by the government.Customs in Jamaica use the CIF value in calculating the amount of Duties, Taxes or Fees payable on goods imported. The general percentage ranges from 35-45%. CIF has three components: Cost (The value of the item) Insurance Freight (The courier’s base rate) FORMULA FOR THE CIF VALUE = COST+INSURANCE + FREIGHT FORMULA FOR CUSTOMS DUTY = CIF x PERCENTAGE FORMULA FOR TOTAL CHARGE = DUTY + FREIGHT + INSURANCE + FUEL STORAGE FEE : Please note that we currently do not charge a storage fee, however, after thirty (30) days the package is considered overdue. We will liquidate packages after a maximum of 60 days. AUTHORIZING PICKUP To authorize another person to pick up their package on their behalf, customers are required to send an email to [email protected] stating that they are authorizing this person to collect on their behalf. The account holder should include the permitted person’s full name and their name or account number. For permanent pickups they have the option to add that person as an authorized user to the Airdrop account. To do so, you may assist the customer (if they are in store) via the “add authorized user” function on your employee portal. Or they may login to their airdrop account online, select "Users" then " Add user", the option to add an authorized user will appear. They can enter the required information in the pop up window. PACKAGE UPDATES Generally, packages take up to 24hrs after delivery to reflect on the customer’s account, once it is updated they normally receive an email notification sent out by our system and that is when they are required to update their invoice on their account. They have the option to do this via the mobile app or our website. UPLOADING INVOICES ON THE WEBSITE Log into their airdrop account and scroll until all packages on your account are displaying under “Recent Shipments”, from that list select "SHIPMENT RECEIVED" beside the package you wish to upload the invoice for. This will open a pop up tab, to the top right of the tab they should see a symbol similar to this , select that symbol then click "BROWSE" which will take you to your gallery. Select the image(s) you want to upload then select "UPDATE DROPALERT" VIA THE MOBILE APP Go to tracking on the mobile app and select the package you would like to have the invoice updated for. Scroll down until you see “update invoice” and tap on it. From there the customer should see the upload option. Select the image(s) you want to upload then select "UPDATE DROPALERT" N.B. Please advise customers that we should be able to see the shipping address, order total and the purchased item on the invoices they are submitting. Order details can be a substitute for an invoice if it meets all three requirements. ❖ It is also within the right of the Jamaica Customs to accept or reject any invoice provided if it seems to be doctored based on the Customs officer’s discretion. Commercial invoices are unacceptable by Jamaica customs. EXAMPLE: ❖ Our US warehouse is closed on weekends, so if a courier attempts delivery on the weekend, the supplier will most likely redeliver in the coming week on the next business day. We ship twice per week. Packages arrive in office on Tuesdays and Saturdays. BUSINESS RATES We are currently working on how best we can have that service implemented, however, at this time we only have personal accounts and rates. REWARDS PROGRAM We have two ways that customers can be rewarded, namely: AIRCOINS Earn 0.5 AirCoin for each package collected at the counter. You can use your aircoins to clear your packages. REFERRALS For each referred friend that signs up and makes their first order and delivered to them, your account will be credited with $2 USD. There are no limits to the number of friends you can invite. Enter the email address of the friend you want to refer. Once they register, you get $2 USD for their first order. You can use all your referral credits to pay for your orders. ACCOUNT CREDIT A customer may have account credit on their account as a form of refund. This refund can be unintentional overpayment on a purchase, bank transfer or due to a successful package revision. Credits can be found in the section labeled “Detail Info.” TYPES OF INTERNAL EMAILS PACKAGE REVISION A package revision email is sent to query customs charges on behalf of customers. To compose this email the agent will need: 1. The ARD TRACKING NUMBER for the package 2. The Account number 3. The invoice retrieved directly from the customer’s account (preferably in office) NB: A package revision takes up to 2-3 business days to be completed. The format in which one is sent is shown below.  PACKAGE TRANSFER REQUEST This email is sent whenever a package was placed on the incorrect account. The format in which one is sent is shown below.  PAYMENT CONFIRMATION REQUEST This email is sent whenever a customer pays via bank transfer. Always wait until a response is provided by the Accounts department in order to confirm that a payment was received successfully. The format in which one is sent is shown below.  ACCOUNT DEACTIVATION REQUEST This email is sent whenever a customer would like to have their account closed, or whenever any one customer has more than one account. The format in which one is sent is shown below. USING THE EMPLOYEE PORTAL (SYSTEM) The employee portal is the system provided by Airdrop to its employees for the purpose of enrolling, verification, point of sales, processing and other uses not listed but provided access to. Customer service agents are given access to use this portal to aid with a flawless customer employee interaction. Agents are expected to follow through with the guidelines listed below: Only log into the account provided to you. Always log out of your employee portal when not in use and at the end of your shift. Do not share access to your employee portal without permission granted by management. Processing a transaction in point of sales on an account that is not yours/ appointed to you is strictly prohibited. Never process your own packages, have another cashier, supervisor or management process for you. Never access your employee portal when you are not present at work unless permitted by management. Your portal is the property of Airdrop and therefore can be denied access without notice.  Client Forms This function can be found on the top left section of the Airdrop Employee Panel. Each form is required to be completed by every customer in order to complete the Account formalization process. In other words, this is the final verification step and can be completed upon their first pickup. The forms can also be downloaded and printed from the customer’s account and requires the account holder’s signature along with a copy of their ID and TRN/ Drivers License. There are three (3) client forms: 1583 Form: This form gives the US Warehouse permission to collect packages/items on the customer’s behalf from USPS or the supplier. Airdrop Limited Contract: Otherwise known as the User Agreement form, the customer signs this as a physical agreement to Airdrop’s terms and conditions. Customs Authorization Form: This form gives the company permission to clear at Jamaica Customs on the customer’s behalf.