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.