Job Summary




To deliver superior customer service to company\xe2\x80\x99s 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



\xe2\x80\xa2 Provide professional customer care support on a 24x7 (1633 Hotline) basis for general enquiry, billing support and technical troubleshooting.

\xe2\x80\xa2 Provide resolution related to all company\xe2\x80\x99s services such as Company\xe2\x80\x99s Mobile, Broadband, Digital Voice, Company\xe2\x80\x99s TV and all other Value-

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

\xe2\x80\xa2 Educate and guide customer on end-to-end self-help transaction and to achieve first call resolution.

\xe2\x80\xa2 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\xe2\x80\x99s dealer call in to check on customer\xe2\x80\x99s eligibility to apply for New/Recontract services based on consumer/business policy.

\xe2\x80\xa2 Track all callback/follow up cases via CARE portal and utilizes knowledge management portal at all time, to ensure accurate information provided to customer.

\xe2\x80\xa2 Ensure that all other enquiries which are escalated to other teams or departments are handled in a timely manner.

\xe2\x80\xa2 Up sell and cross sell all Company\xe2\x80\x99s services whenever customers call into the hotline.

\xe2\x80\xa2 Collect and channel feedback on customers\xe2\x80\x99 needs, potential issues, processes and service enhancement to Management as an ongoing process in the pursuit of service excellence.

\xe2\x80\xa2 Provide statistics and information on the nature of calls as and when there is call surge on the product or customer\xe2\x80\x99s issues. Eg. new promotions, product launches and technical outages.

\xe2\x80\xa2 Provide ad-hoc onsite support / make outbound calls to resolve issues for exceptional customers.

\xe2\x80\xa2 Proactively alert customers of potential issues to enhance customers\xe2\x80\x99 experiences with the company.

\xe2\x80\xa2 Process manual orders not supported by system automation.

\xe2\x80\xa2 Contribute to the success of the department / division by achieving all the Key Performance Indicators.

\xe2\x80\xa2 Diploma in IT / Computer Studies / Networking or GCE \xe2\x80\x98A\xe2\x80\x99 level \xe2\x80\xa2 1 to 2 years of working experience in a service industry will be an advantage. \xe2\x80\xa2 Excellent interpersonal and communication skills. \xe2\x80\xa2 Systematic, meticulous and a good team player. \xe2\x80\xa2 Willing to work on rotational shift roster and weekends / public holidays