Curacao Customer Care
# 1 – Curacacao ISO introduction:` `
Curacao is a department chain store with locations in California, Nevada and
Arizona. With
100,000+ square foot retail stores offer a large selection of the latest
electronics, fashion and
home products. Curacao ranks among the top 100 Electronics and Appliance Retailers in the
U.S. Through its proprietary financing models, Curacao has opened the door to the world of
credit for millions of people. All of this has allowed Curacao to build a unique relationship with
its customers and their communities. The new integration with us, will allow Curacao end-
customers to purchase AT&T products from Curacao Stores through Emida.
# 2 – AT &T – Incomm process explanation
All Activations and Port Ins made by Curacao stores will be through Incomm.
Every merchant
must have a certificate installed on his PC and registered through Incomm in
order to Login and
process transactions. These transactions will not be visible by Emida tools
(Intranet / Support
Site), but Emida must provide all the assistance needed to the customer
related to his Incomm
portal, transactions issues, questions or anything related to the operation
with us.
As a brief explanation on how this process works:
The Merchant will have a certificate installed on the PC that will process the
transactions. The
certificate is installed by Incomm representatives who are distributed
according to the merchant’s location. This information will be shown on
section 3.
Once the certificate is installed, the customer will log in to:
https://paymentcenter.qpay123.com/
The link only works if a certificate is installed in the PC. Once the link
opens, the customer
enters the username and password already provided by Incomm.
Below is a manual provided by Incomm which shows the interactions within their
portal:
# 3 – Emida Merchants & Incomm Reps
As mentioned before, the Incomm Reps are distributed by cities and below is
the current
Representative assigned to the stores for Curacao. In order to indentify a
merchant on Incomm
side, we must provide their Branch ID as shown in the below chart.
Google Docs:
https://docs.google.com/spreadsheets/d/1DLtIyMrm3cikaC0QeTGxXj_mHIJgTOwZWn25Y8pVX-0/edit#gid=639654283&range=A35
# 4 – Assisting customers
A direct line was created for Curacao customers who will contact us 24/7 with
any assistance
required from us. The agent must have the best attitude and the call must be
finished assuring
that the customer’s concern was resolved. The Curacao customer service line
is: 1-800-741-7806 and it will have the option for Spanish and English.
Answer the calls as follows:
English: Thank you for calling Emida customer Service, my name is ________,
how can I help
you today?
Spanish: Gracias por llamar al soporte técnico de Emida, mi nombre es
________, cómo le
puedo ayudar el día hoy?
Our internal tools will not provide information about the transactions
processed by the
customers. On this case, we must contact Incomm Customer service at:
866-236-7733 (option
4), Monday to Friday: 9:00 am to 10:00 pm. EST, Weekends: 9:00 am to 7:30 pm.
EST and
provide:
• Merchant’s Branch ID
• Store name
• Store address
In case that Incomm is closed and the customer needs help completing a Port In
for example, we
need to call AT&T directly to finalize the process for the customer.
Curacao customers are extremely important; they must be threaded with the best
attitude, and the best customer service experience. If there is an issue,
actions will be taken immediately with the agent.
# 5 – Reporting and escalating incident s
There might be some cases where the solution for the customer cannot be
provided during the
call. For this, the agent must consult the Supervisor to validate if further
actions can be taken to
resolve the incident. If there are not, the agent must send an email to US
Team as escalation,
reporting the situation and the further pending actions. The supervisor will
be in charge of doing
the follow up on the case and making sure that our customer is always updated
while the issue
gets resolved. Any failure on this process will have disciplinary actions
# 6 – Incomm access for CS
This is pending to validate with the US Team.
tags: curacao help, branch id, curacao line, curacao customer line, incomm
customer service, incomm line, incomm schedule, incomm hours
Last updated: 5 years ago