Frequently Asked Questions:
What is the Priority Escalation on Issues privilege?
As part of our Partner360 commitment to constantly improve for you, we are excited to introduce our Priority Escalation on Issues privilege effective 05 May 2021.
You will be exclusively getting:
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!
Who currently qualifies for this privilege?
All Agent Partners from our Prestige Rewards (Solitaire, Titanium, Platinum status) are entitled to Priority Escalation on Issues.
To know your current Rewards status, you can simply view it on AgentNet and locate it here:
What constitutes as 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 part of our Prestige Rewards Agent Partner 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.