2. 1.What is CS work?
CS means Customer Service ≠ Counter – Strike
2 Why should we do CS work?
Like many other dating sites, our revenue is mainly
from users’ membership fee. Customer is our king. We
should treat their feedback seriously and timely.
The quality of user’s profiles is quite important and it
affects other users to pay directly. So we need to submit
user’s profiles carefully and timely.
3. Checking rules and submission tips（With Demo):
Note: You are ONLY allowed to use your own account to do related CS work. Using other's account
without permission will be considered as cheating and will lead to being fired.
1) Rules on profiles, messages,comments submission and photos:
Personal attacks or harassments.
Nasty username.
Delete a user looking for teenagers and “sugar mommy".
Contact information.
Other sites names.
Inappropriate photo, reversed photo.
Standard member scammer profile.
The criteria for low quality profile:
Poor English in describing wordings.
Fake photo.
Porn wording / picture.
Proxy score is 1+.
Share IP with other blocked profiles(exclude AOL user).
Suspected fraud tag.
Reported by others with reasonable evidence.
From undesired countries.
4. Submission and feedback checking time
During working time, QA check CS work every day at 4:30 pm.
For any holiday / weekend / traveling / activity. QA check CS
work at 4:30pm from the second day of the holiday / weekends
/ traveling / activity. Staff should arrange his / her CS by himself
/ herself by biding the CS work to others or asking help from
others. If the whole teammates involve in the traveling / activity,
leaders send application to related QA for the delaying (no
more than another 8 hours).
5. How to submit profiles?
New profiles have to be approved in the censor before being found in search
results by others.
1) Profiles are divided into “Undesired” and other types at censor.
• “Undesired” are from Iraq, Afghanistan, Africa countries (except South
Africa, Egypt). Also include country IP code is from undesirable
countries, i.e. United States (IQ), IQ stands for Iraq. Most of them should
be deleted.
• “Normal” are profiles from normal countries or their IP.
2) Remove email addresses, websites names, phone numbers, unknown
codes and inappropriate things in profiles and photo descriptions. Users
can contact each other only through our sites.
3) For users claiming to have very high income, be careful.
• For profiles with age below 23, make it “Prefer not to disclose” or "Please
ask me".
4) We accept users above the age of 18, including 18. (Except Gothicmatch
14)
5) We can keep photos of pets and cars for all users, but the main photos
should be a personal image. If the main photo is not personal image, it
should be changed.
6) We can keep user’s other photo with no face as long as there is no porn
content and there is a body.
6. What kind of profiles should we delete?
1) Some guests look very undesirable to other users.
Delete them to maintain good quality level of our
sites. Otherwise they will turn away potential gold
members.
2) Delete profiles related to porn or sex solicitation.
Delete guest’s profile with porn photos.
3) If the user is looking for a sugar daddy or sugar
mom or offers “escort”, delete.
4) If a less-developed country profile has few or bad
contents, delete it. They are not serious.
5) Delete profile from non-developed country with
only repeated words & wrong code. Delete such
words or code only in profiles from developed
country.
7. Fine rules:
Submission:
Randomly pick 4 projects on every Monday
meeting, and inform staff@ the picking results.
2). QA only check two-days' cs work in the pass week.
Fine 50 RMB for each CS mistake including submitting and
feedback.(wrong profile / message / reply / grammar
mistake).
Staff should correct the confirmed CS mistake within 2 working
days after get notification from QA. If not, double
Delay of submission and reply: 100 RMB fine: any of the
required-submitting items on censor or feedback exceed
limit(15) or any of them delay over 2 days.
Failure of gold membership cancellation: 100 RMB fine on the
staff who made the mistake. If can't find that staff, fine goes
to the team.
Phone complaint: 100 RMB for each one phone complaint for a
8. What are the tips for Ranking 3000 or 4000 or none?
"Rank 3000" or "4000" for profiles with beautiful pictures raise
gold membership rate. If main photo and profile are good
enough to be ranked, just choose “Set rank 3000”. If user’s
another photo is better than the main one, then switch main
photo first before ranking.
1) For profile with nothing in "About me" and "About my
match", no ranking.
2) Try not to rank users from small or less-developed countries
and Russia.
3) Rank 3000 is for good-looking users and average-looking gold
members, rank 4000 for very good-looking ones. Each site
could make adjustment according to female/male ratio to
increase the matching chances for gold members.
4) If the user looks for discreet relationship or mentions
"discreet", “ married”, do not rank it;
5) For an ordinary-looking user with high annual income (above
$500k), excellent and detailed introduction, we can rank it 3000.
9. How to approve Comments on profiles?
Not approving negative messages or
comments make users angry with us.
Replace negative comments with "Others can
contact me for more information"; only submit
positive comments; no porn, vulgar words,
personal attacks and harassment; no contact
information.
Note: “Support”is for our feedback mailbox
support@. Account“Support”should be hidden
and should not be on hold at censor.
Otherwise ask engineer to fix it.
10. Censor password is very confidential information available to the team members
and QA. Please ask corresponding QA staff or leader to test suggestions on
censor to keep password confidential.
What should you do if you can’t open censor page or censor is too slow?
• Use our proxy: http://proxy.maosongsoft.com Port: “3128”.
• http://proxy.maosongsoft.com Port: “1080”.
• Visit https://proxy.maosongsoft.com.
• Username: support
• Password: cd124
Then enter a URL ( http://www.agematch.com/censor )
What should you do if you can not finish submission due to site problem?
Please double check it. If it still doesn't work, email related QA cc
temmatesvin advance using this format:
Title: (1/5) MM can not finish submission before 4:30 PM
Site:
Date:
Reason:
11. What to do if you find any scammers?
For Paypal suspect scammer, report to Irina and cc
related QA for all the time.
For other non-Paypal user, please follow this rule:
During working time, report it to related QA
During weekends and holidays, report suspect scammer
to QA@successfulmatch.com directly. QA will check it
timely.
Staff can mark unsure profiles as suspect scammer, but
need to deal with them within 7 days thereafter.
Otherwise these profiles will be taken as submission
mistake. 50 rmb fine per one
13. Feedback rules:
Obvious grammar mistake / wrong spelling / wrong format in the
replies.
Vague / unclear / unrelated replies.
Fail to answer feedbacks in time.
Staff fail to cancel gold membership in time according to user's
request.100rmb fine.
Staff are not allowed to use abbreviation words while answering
feedback from users, such as "asap". For investigations, staff
should get back to users that within how many days we will
get back to them with investigation results. If staff want to use
“we will get back to you soon”, he needs to add "normally
within X working days." together with it.
14. Feedback tips:
1. Do not tell user’s password directly to avoid
hacker. Send to them from censor link.
2. After blocking a confirmed scammer, send email
to refundqa@staff.successfulmatch.com, cc
leader and support@ for refund ASAP.
15. Feedback tips:
3. Add your English name + First letter of your
family name in email signature. For
example, “Sammy W”, “Bob Q”.
Use this as signature:
Sammy W,
Customer service
Successfulmatch/xxx.com
Customer service email: support@xxx.com
24/7 Customer service & support: 1-(416)-628-1072
For more information, please visit “Help/Faq” link
on our website.
16. Feedback tips:
Also remove spamming emails first after opening
webmail.
4. Check all folders at webmail. Answer all feedback
from users in time. Do not remove any emails
without leader’s approval.
5. Deal with feedback folders in order:
Gold Live Support Feedback inbox
Report abuse Wink Billing stop
Leaving reason auto fail Trash
(How to distinguish gold and standard user in
email?)
17. Feedback tips:
7. If cannot deal with feedback in time, send an
email to related QA, cc all teammates and state
the reason. Use this format:
Title: (5/1) MM can not finish feedback before
4:30PM
Content: MM can not finish feedback before 4:30PM
today.
Reason: xxxx
8. For bug reported by users. Test first. If true, send
to on duty engineer with screenshot, your test
18. Feedback tips:
9. Emails we do not need to reply if no other requests in
email(For our reference or system will send auto-email):
Verification request
Refund confirmation
Billing stopped
Leaving reason
Failed payment
Auto-reply email
19. Feedback tips:
10. How to add or edit folder at webmail (Do not touch it
without leader’s permission. If the filter setting changes
by mistake, emails in all folders will cause problems)
11. How to Add / remove templates at webmail.
12. Feature of wink.
Standard A Standard B , sender is support@domain.com
Standard A Gold B, username@
Gold A standard B username@
Gold A Gold B username@
20. Feedback tips:
12. Email feature for standard member:
They can reply to emails from gold members. Send free
wink. But they can not initiate emailing to others.
13. Remember to cancel auto-renewal if users request this
clearly in email. 100rmb fine for violation.
14. Always use “Dear member,” as greeting. No spelling /
grammar mistake or wrong, vague answers. Or 50rmb
fine per one.
15. Ask and answer examples:
21. 1. What is Chargeback?
2. How deal with users who requested
chargeback, chargeback bonus, identify
scammer (item23, 24, 29)
http://workingmanual.pbworks.com/w/page/147034
55/cust
3. Chargeback rules:
Workingmanual.pbworks.com/w/page/31124718/cus
tcb
