8.12 Live Dinie

1.
SR NUMBER:1-59769424078
Time/ Date :8:13 AM 8/12/2022

Caller info
Caller's Name : lee pei shuen
Contact Number : 011-27874714
075852743
==================================
Issue :
---------------
-Cust inquiry regarding relocation
Advise / Action :
--------------------------------
-Cust provide new address :no 493 jalan gemilang 12 taman gemilang 81000 kulai
johor
-Adv cust email or walkin tmp
FOR TRADING/ENTERPRISE/PARTNERSHIP
i. Authorize letter (with include reason)
ii.Copy of MyKad / Passport (current owner)
iv company registration -SSM & Form 13
vi. Trade License
Special Remarks / Outcome :

----------------------------------------------
CUST DROP CALL DURING CONVERSATION
Caller
Change in contact details : NO
Update secondary contact : NO
Cust drop call during conversation (unable to provide NPS and promote MYUNIFI)
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka

=====================================================================
2.
SR NUMBER:1-59787838258
Time/ Date :8:57 AM 8/12/2022

Caller info
Caller's Name : nor shiah
Contact Number : 0178577220
=======================================
Issue :
---------------
-Cust inquiry regarding report progress
Advise / Action :
--------------------------------
-As per check on order #1-59616724716
Processing / Created Date/Time: 04/12/2022 02:51:04 PM
-Adv cust will receive sms about UI on 8.12 or 9.12
-Adv cust installation will on morning session 10.12.2022
-Cust ack

----------------------------------------------
SECURITY CHECK DONE
NPS AND PROMOTE DIGITAL SITE
Caller
System Proof :
-------------------------
Language : Malay

=====================================================================
3.
SR NUMBER:1-59788088721
Time/ Date :9:13 AM 8/12/2022

Caller info
Caller's Name : selina
1070662919
=======================================
Issue :
---------------
Cust inquiry regarding order status
Advise / Action :
--------------------------------
-Cust provide acc no 1-59751440223 but no found
-Adv cust to wait for UI call and tell about the shop close for today installation
-Adv cust to call back 100 for make reappointment
-Cust ack

----------------------------------------------
CALL BACK CUST TO PROVIDE INFO
System Proof :
-------------------------
Language : English
=====================================================================
4.
SR NUMBER:1-BSKBONJ
Time/ Date :9:34 AM 8/12/2022

Caller info
Caller's Name :
Account owner detail

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Cust inquiry regarding contract/order status

Cust request downgrade/upgrade / relocate / terminate account
Cust inquiry regarding Tech / Billing issue
Cust inquiry installation for appointment
Cust want to know procedure for
Advise / Action :
--------------------------------
- Advise cust contract started from :
- As per check cust installation date :
- Advise cust refer Sales / Tech Dept for further assistance
- COLD transfer to Sales / Tech Dept
- Informed cust if call drop can contact us again dail 100 after that select
1 for tech dept
4 sales and product dept
Billing Inquiry/ Request Resend

- Advice customer also can view bill or make payment via Tm portal or by download
myunifi apps
- Customer insist and unmanageable
- Explain about bill details

- Informed outstanding amount RM
- Informed reactivation need settle all outstanding amount RM
- Account Active / Suspend / PRTN
- Reactivation within 30 minutes
- Reconnection Fee NOVA - RM10 Per Account
ICP - RM10 Per Service will be imposed in the next bill
- Advice customer can pay bills online via unifi.com.my or myunifi app or JomPAY.
-Advice customer on registration auto pay via
Unifi Portal or myunifi Apps
- Cust agree
This is billing details for this account:

Bill Date:
Bill Due Date:
Last Payment:
Last Payment Amount:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
Change in contact details : YES/NO
**Change to
**Create new contact to
Update secondary contact : YES/NO

** Update in contact applet
** Create secondary contact details
Full Name :
Contact Number :
**Caller donâ€™t want to provide Secondary contact after 1 attempts

**Already have multiple contact number in contact applet
System Proof :
-------------------------
CALLER NAME : APPEAR/NOT APPEAR IN OVAL
SNI : APPEAR/ NOT APPEAR IN OVAL
Language : English / Malay

=====================================================================
5.
SR NUMBER:1-59788088750
Time/ Date :9:43 AM 8/12/2022

Caller info
Caller's Name : KHOO SWEE LIAN
helenksl@unifi
=======================================
Issue :
---------------
-Cust inq about transfer ownership procedures
Advise / Action :
--------------------------------
-Advise both owner to go to TMpoint for the processing of transfer ownership with
supportive document and bring IC
-Inform cust contract for each service will not refresh
-Inform cust will be charges RM10 for transfer owner fee
-Inform cust expected duration are within 24 hours
-Inform cust the charges will be charged to the new owner
-Inform cust need to clear all oustanding bills
-Cust ack

----------------------------------------------
Caller
System Proof :
-------------------------
Language : Malay

=====================================================================
6.
SR NUMBER:1-59789029068
Time/ Date :9:57 AM 8/12/2022

Caller info
Caller's Name : DEVARAJ ANGAMUTHU A/L NADARAJAN @ NADARAJ

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
60379724993
=======================================
Issue :
---------------
-Cust req to make complain on telemarkerting
Advise / Action :
--------------------------------
-Cust claim receive call from telemarketing on 1.12.2022 just to verifty is unifi
detail
-Today 8.12.2022 cust info that UI will call him for install on 10 am
-Cust mention he rush from kedah to his house in KL so building management allow
the UI
-Cust frustrated as order being cancel and no UI came
-As per check on order #1-59673155696
Cancelled 05/12/2022 01:25:17 PM
Cancellation Reason : T10 Rejected
-Cust DEMAND and insist for immediate feedback as soon as possible since he verry
unhappy due to the order cancellation
-Inform cust will escalate report, need to wait for feedback
----------------------------------------------
POTENTIAL MANAGER CASE
System Proof :
-------------------------
Language : Malay

=====================================================================
7.
SR NUMBER:1-59790780332
Time/ Date :
Caller info
Caller's Name : syazwani binti salim
1070593908
1050432614

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
-cust asking for installation status
-cust claimed there is someone from TM came to his house and mention cant proceed
with installation due to there is tree blocking .
Advise / Action :
--------------------------------
-cust mention that he will callback installer to process on this intallation
-adv cust for re-appnt , cust may call 100 again

callback cust 3x at this num 013-9729746 but unreachable
-if cust call again kindly proceed to open SR for escalation
----------------------------------------------
System Proof :
-------------------------
Language : Malay
=====================================================================
8.
SR NUMBER:1-59791369722
Time/ Date :
Caller info
Caller's Name : julaiha
=======================================
Issue :
---------------
-Cust inq regrading report progress on terminate unifi tvpack
Advise / Action :
--------------------------------
-As per check on sr #1-59669815328 status open created on 05-12-2022
-Adv cust to wait for feedback
-Cust ack and cust will pay the balance RM6.90 on december bill.

Bill Date:04 Dec 2022
Bill Due Date:25 Dec 2022
Last Payment:05.12.2022
Last Payment Amount:204.00
Current Charges:210.90
Delequent:
Total Amount:6.90

----------------------------------------------
Caller
System Proof :
-------------------------
Language : Malay

=====================================================================
9.
SR NUMBER:1-59793786738
Time/ Date :12:36 PM 8/12/2022

Caller info
Caller's Name : SITI KAMALIAA BINTI KAMARZAMAN

Service Number : leeyakamar@unifi
=======================================
Issue :
---------------
- Cust inquiry regarding cancel termination
and she agree to downgred package
Advise / Action :
--------------------------------
-Cust drop call during hold
call back cust unreachable, unable to proceed

----------------------------------------------
Cust drop call during hold (unable to provide NPS and promote MYUNIFI)
System Proof :
-------------------------
Language : Malay

=====================================================================
10.
SR NUMBER:
Time/ Date :1:07 PM 8/12/2022

Caller info
Caller's Name : denis
=======================================
Issue :
---------------
Cust inquiry regarding unifi mobile
Advise / Action :
--------------------------------
- Advise cust refer unifi mobile dept for further assistance
- COLD transfer to unifi mobile Dept
5 for unifi mobile dept
-Cust ack

----------------------------------------------
System Proof :
-------------------------
Language : English

=====================================================================
11.
SR NUMBER:1-59794504337
Time/ Date :
Caller info
Caller's Name : nazim

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. : 1070652787
Address :
871229-10-5569
=======================================
Issue :
---------------
cust checking abt reappoitmnt
Advise / Action :
--------------------------------
as per check from 1-59733088647 / Processing

-refer appoitmnt date 10/12/2022 09:30 AM
cust ack
----------------------------------------------
SECURITY CHECK DONE
no tnps cust drop call
System Proof :
-------------------------
Language : Malay

=====================================================================
12.
SR NUMBER:1-BSKMSQL
Time/ Date :2:14 PM 8/12/2022

Caller info
Caller's Name : remy nor afirah
=======================================
Issue :
---------------
Cust inquiry regarding unifi mobile dept
Advise / Action :
--------------------------------
- Advise cust refer unifi mobile dept for further assistance
- COLD transfer to unifi mobile Dept
5 for unifi mobile dept
-Cust ack

----------------------------------------------
System Proof :
-------------------------
Language : Malay

=====================================================================
13.
SR NUMBER:1-BSKMSQP
Time/ Date :2:24 PM 8/12/2022

Caller info
Caller's Name : TEO

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
001216-05-0205
UFNH-0AULUV5WY
2.12

Advise / Action :
--------------------------------
1 for tech dept
myunifi apps

- Cust agree

Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================
14.
SR NUMBER:1-59797150888
Time/ Date :2:39 PM 8/12/2022

Caller info
Caller's Name : SUZY
azumiru0711@unifi
====================================
Issue :
---------------
-Cust ichecking why bill high prev only pay 210.95 but now have to pay 327.55
Advise / Action :
--------------------------------
-As per check from order id #1-31982580400
cust reveive promo RM110 for 24 month and
it expired on nov 2021
-Cust checking for any better promo
- Advise cust refer sales dept for further assistance
- COLD transfer to sales dept
4 sales dept
-Cust ack

----------------------------------------------
System Proof :
-------------------------
Language : Malay

=====================================================================
15.
SR NUMBER:1-59797833658
Time/ Date :3:25 PM 8/12/2022

Caller info
Caller's Name : SITI ZAILAH BINTI ZAINAL
771012-05-5064
60389576929
diklahzainal@unifi
[email protected]
=======================================
Issue :
---------------
-Cust inq regarding report progress status
Advise / Action :
--------------------------------
-As per check on sr# 1-59463138141 unassigned created 01.12.2022
-Adv cust wait for feedback
-Cust ack
----------------------------------------------
System Proof :
-------------------------
Language : Malay

=====================================================================
16.
SR NUMBER:1-59801971157
Time/ Date :3:25 PM 8/12/2022

Caller info
Caller's Name : SITI ZAILAH BINTI ZAINAL
====================================
Issue :
---------------
-Cust inq resend copy bill on November bill
Advise / Action :
--------------------------------
-Informed cust will resend bill to email address that ONLY registered in system
-Reconfirmed customer email address ([email protected])
-Adv cust will sent bill via email

Bill Date:07.11.2022
Bill Due Date:28.11.2022
Delequent:94.45
Total Amount:188.80

----------------------------------------------
Action Success. Email succesfully send to [email protected]
System Proof :
-------------------------
Language : Malay

=====================================================================
17.
SR NUMBER:1-59801689388
Time/ Date :3:51 PM 8/12/2022
Caller info
Caller's Name : NOOR AZHAR BIN ISMAIL
670321-03-5363
=======================================
Issue :
---------------
-Cust inquiry regarding billing issue
Advise / Action :
--------------------------------
-Cust claim his line suspend
-As per check on consice cust TOS C
- Informed outstanding amount RM187.85
- Informed reactivation need settle all outstanding amount RM187.85
- Account Suspend
- Reconnection Fee NOVA - RM10 Per Account ICP - RM10 Per Service will be imposed
in the next bill
-Advice customer on registration auto pay via Unifi Portal or myunifi Apps
- Cust ack

Bill Date:01.12.2022
Bill Due Date:22.12.2022
Delequent:93.50
Total Amount:187.85

----------------------------------------------
Caller
System Proof :
-------------------------
Language : Malay

=====================================================================
18.
SR NUMBER:1-59799697334
Time/ Date :4:16 PM 8/12/2022

Caller info
Caller's Name : VINCENT
retail360gurney@unifibiz
=======================================
Issue :
---------------
Cust inquiry regarding cloudestorage
Advise / Action :
--------------------------------
-Adv cust that for his package included cloude strorage
-Adv cust that he will get 2 bill
-Adv if he want to terminate the cloud strorage will wait until contract period end
-Cust ack

----------------------------------------------
Caller
System Proof :
-------------------------
Language : English

=====================================================================
19.
SR NUMBER:
Time/ Date :4:30 PM 8/12/2022

Caller info
Caller's Name : NABIL
=================================
Issue :
---------------
-Cust inquiry regarding order status since april 2022
Advise / Action :
--------------------------------
-Cust provide UFNH-ZP7OUTOXW
-As per check on sistem no info found
-Cust will call back to provide info

----------------------------------------------
System Proof :
-------------------------
Language : Malay

=====================================================================
20.
SR NUMBER:1-59801014729
Time/ Date :4:50 PM 8/12/2022

Caller info
Caller's Name : edrin
790305-13-6056
es70138@unifi
6085654716
==================================
Issue :
---------------
Cust inq regarding account
Advise / Action :
--------------------------------
- Advise cust to pay upfront payment RM100
-RTN 30 to 40 minute
-Recon fee RM10 per service
-Cust ack

----------------------------------------------
SECURITY CHECK DONE
Caller
System Proof :
-------------------------
Language : Malay

=====================================================================
21.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Advise / Action :
--------------------------------
1 for tech dept

myunifi apps

- Cust agree

Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================
22.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Advise / Action :
--------------------------------
1 for tech dept

myunifi apps

- Cust agree

Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================
23.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Advise / Action :
--------------------------------
1 for tech dept

myunifi apps

- Cust agree

Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:
----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================
24.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Advise / Action :
--------------------------------
1 for tech dept

myunifi apps

- Cust agree

Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================
25.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :

Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Advise / Action :
--------------------------------
1 for tech dept

myunifi apps

- Cust agree
Bill Date:
Bill Due Date:
Last Payment:
Current Charges:
Delequent:
Total Amount:

----------------------------------------------
SECURITY CHECK DONE
NO EZ BILL ID
Caller
**Change to

Full Name :
Contact Number :

System Proof :
-------------------------

=====================================================================

8.12 Live Dinie

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1.

Time/ Date :8:13 AM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :8:57 AM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :9:13 AM 8/12/2022

Special Remarks / Outcome :

Time/ Date :9:34 AM 8/12/2022

Account owner detail

Cust inquiry regarding contract/order status

Billing Inquiry/ Request Resend

- Explain about bill details

This is billing details for this account:

Special Remarks / Outcome :

Update secondary contact : YES/NO

**Caller donâ€™t want to provide Secondary contact after 1 attempts

Language : English / Malay

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :9:43 AM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :9:57 AM 8/12/2022

Account owner detail

DINIE - NRT Billing & Provi 013 Melaka

Account owner detail

Special Remarks / Outcome :

This is billing details for this account:

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :12:36 PM 8/12/2022

Account owner detail

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :1:07 PM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Account owner detail

as per check from 1-59733088647 / Processing

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :2:14 PM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :2:24 PM 8/12/2022

Account owner detail

Cust inquiry regarding contract/order status

- Explain about bill details

This is billing details for this account:

Special Remarks / Outcome :

Update secondary contact : YES/NO

**Caller donâ€™t want to provide Secondary contact after 1 attempts

Language : English / Malay

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :2:39 PM 8/12/2022

Special Remarks / Outcome :

DINIE - NRT Billing & Provi 013 Melaka

Time/ Date :3:25 PM 8/12/2022

DINIE - NRT Billing & Provi 013 Melaka