Job Description

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Job Summary

To deliver superior customer service to company's residential/business customers including Platinum and VIP customers on general enquiry, billing, technical, relocation, Fibre delay and Dealer Hotline support for all company services such as Mobile, Broadband, Digital Voice, TV and all other Value-Added Services.

Responsibilities

• Provide professional customer care support on a 24x7 (1633 Hotline) basis for general enquiry, billing support and technical troubleshooting.

• Provide resolution related to all company's services such as Company's Mobile, Broadband, Digital Voice, Company's TV and all other Value-

Added Services (VASes) on a timely manner within Service Level Agreement from all various escalation modes.

• Educate and guide customer on end-to-end self-help transaction and to achieve first call resolution.

• Handle Business relocation, consumer relocation, customer fiber delay issues, to work with internal (SPOC) to liaise with third party fiber provider (NLT) for resolution. Support compan's dealer call in to check on customer's eligibility to apply for New/Recontract services based on consumer/business policy.

• Track all callback/follow up cases via CARE portal and utilizes knowledge management portal at all time, to ensure accurate information provided to customer.

• Ensure that all other enquiries which are escalated to other teams or departments are handled in a timely manner.

• Up sell and cross sell all Company's services whenever customers call into the hotline.

• Collect and channel feedback on customers' needs, potential issues, processes and service enhancement to Management as an ongoing process in the pursuit of service excellence.

• Provide statistics and information on the nature of calls as and when there is call surge on the product or customer's issues. Eg. new promotions, product launches and technical outages.

• Provide ad-hoc onsite support / make outbound calls to resolve issues for exceptional customers.

• Proactively alert customers of potential issues to enhance customers' experiences with the company.

• Process manual orders not supported by system automation.

• Contribute to the success of the department / division by achieving all the Key Performance Indicators.

Requirements

• Diploma in IT / Computer Studies / Networking or GCE 'A' level

• 1 to 2 years of working experience in a service industry will be an advantage.

• Excellent interpersonal and communication skills.

• Systematic, meticulous and a good team player.

• Willing to work on rotational shift roster and weekends / public holidays