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Priority Escalation on Issues Privilege FAQ
Priority Escalation on Issues Privilege FAQ
Expect faster technical resolutions/workaround within 7 working days!
PropertyGuru Customer Contact Centre avatar
Written by PropertyGuru Customer Contact Centre
Updated over a week ago

We have launched our Priority Escalation on Issues Privilege as part of our Partner360 Rewards Programme commitment to constantly improve for you.

This entitles all Prestige Rewards (Solitaire, Titanium, Platinum) and Gold Rewards agents to:

  • Prioritised Customer Service on technical issues

  • Faster technical resolutions/workaround within 7 working days

We are working towards making your journey and experience with us fulfilling and fuss-free!

Frequently Asked Questions:

Who currently qualifies for this privilege?

All Prestige Rewards (Solitaire, Titanium, Platinum status) and Gold Rewards agents are entitled to Priority Escalation on Issues.

To know your current Rewards status, you can simply view it on AgentNet and locate it here:

When was this privilege launched?

This was first launched for Prestige Rewards agents on 05 May 2021. We have also launched it for our Gold Rewards agents from 23 Aug 2021 onwards.

What constitutes a Technical Issue?

A technical issue could be a functionality issue that makes it difficult for you to perform certain actions on AgentNet and PropertyGuru platforms.

Here could be some examples:

  • Issues activating your Post, Repost, Boost, and Spotlight

  • Discrepancies with Ad Credits consumption

  • Trouble with listing management e.g., statistics, photos, and/or notifications

What are the channels for Priority Escalation on Issues?

This will be available on all our channels for you!

You may reach out to our Customer Service highlighting your technical issues at the following:

  • WhatsApp: +65 9298 1629 (Mon - Fri 9am - 9pm, closed on PH)

  • Phone: +65 6238 5971 (Mon - Fri 9am - 6pm, closed on PH)

  • Live Chat: Click on the red button on the bottom-right of your AgentNet desktop page

What will be the process for Priority Escalation on Issues?

Upon reaching out to any of the channels above, our dedicated Customer Service Team will identify you as a Prestige or Gold Rewards agent through our system.

After you provide further information regarding your technical issue, your case would be marked as a critical issue for our Customer Service Team to start investigations.

In the specific case where we are unable to reach a resolution within 7 working days, our Customer Service Team will keep in contact with you and provide you with a tentative resolution date and/or a work around.

Not to worry, should you require further updates, you may also reach out directly to your Account Managers.

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