- The agent will access the Magna portal (Brik) via https://www.magnarewards.com/Magna/Controller.6d and the agent will proceed to log in/sign in with their set Magna credentials (TT/JA).
2. Upon logging in, proceed to select the drop-down arrow next to “Customer Care” and then select the 3rd option “Customer Pin Activation”.
3. The agent will be brought to a screen after entering the customer pin activation portal that lists numerous submissions for customer pin activation callbacks. The agent should make sure that "contact customer" is displayed in the bar above "search" before selecting "search," where they will then see the specified number of entries for customers that require to be recontacted.
Ensure that the status is set as “Contact Customer” and then proceed to search.
You will then see that the number of entries has changed from the previous page as seen in the screenshot above and below.
4. The agent will now proceed to select “End” where they will see entries dated from oldest to most recent and proceed to call back the customer from the number given.
N.B- After two attempts to contact the customer, if the customer does not answer, the agent will then select “Contact Customer” to remove them from the list of callbacks.
5. The same will be followed when the customer has been assisted with receiving their pin. Upon a successful callback, the agent must create a Freshdesk ticket making note of the callback and the information provided on the call. Ticket properties should be updated, and the ticket closed once the customer was assisted.