Job Description

Responsibilities

• Reporting to Team Lead (TL)/ Assistant Operations Manager (AOM)/ Operations Manager (OM).
• Responsible for interfacing with customers, sales specialist to handle a variety of pre-sales/post-sales service functions. Responds to and /or provide assistance to external customers such as mobile order fulfilment processes, application assistance, product information and contract issues/administration.
• Assist to billing query, resolve billing issues and perform billing adjustments if required.
• Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customer\'s request to other department to obtain specific information if required.
• Document all actions provided to order taker via internal system.
• Ensure Standard Operating Procedure (SOP) and Work Instruction (WI) are properly carried out, and proper training provided to all staff and maintain constant update to these SOP if required.
• Meet Customer Experience (CE) target set by management.
• Perform duties as and when assigned by the Superior.
• Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met.
• Abide to Health, Safety & Environmental policies and Quality & Security standards are executed and maintained at all times at the workplace.
• Adhere to established CMO procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

Requirements

• Diploma holder in any disciplines with a minimum of 1 year of experience in a customer service environment
• Able to speak and write fluent English
• Good customer service and effective communication skills
• Ability to handle difficult calls and emails in a professional manner
• Display initiative and willingness to learn
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Familiar with MS Office

Shortlisted candidates will be offered a 1 Year Agency contract employment.

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