- Manage Fibre New Installation and Troubleshooting appointments, as well as incoming fibre applications. This includes engaging with installers, infra partners, and customers to ensure appointment timelines and promised timelines are adhered to and customer's expectations are managed.
- Engage customers via messaging and calls to address their enquiries on fibre product and secure their appointments.
- Explain and set expectations on product and terms and conditions of fibre installation. Be willing to explore and adapt new ways to enhance customer experience and propose ideas to minimize customer complaints.
- Ensure all scheduled fibre installations and troubleshooting tasks are completed with minimal return orders, and work with fibre infra partners and installers to resolve any on-ground issues including disputes.
- Liaise with partners to secure appointments and resolve on ground issues.
- Manage relationship with external service providers to coordinate service, meet SLAs, and ensure customer satisfaction.
- Ensure installer closes orders and its activated/issue fixed in the system supporting on-site troubleshooting solutions to address customer issues.
- Manage cases and ticketing queue to address customer complaints within SLAs. Provide solutions to fibre customer post-installation technical issues, including troubleshooting and configuring hardware such as routers and WiFi devices.
- Engage with internal teams for backend troubleshooting and solutioning, and partners (installers and access providers) for onsite troubleshooting to address customer issues.
- Gather on-ground feedback to pinpoint potential issues and solutions. Maintain a reference database of issues, configurations, and solutions for internal use.
- Contribute to overall customer satisfaction score and service assurance KPIs.
Location: Office is based in Subang Hi-tech Industrial Park
Industry: Telecommunications
Working hours: 8.30am - 5.30pm
Working days: 5 days
Salary: RM2200 - RM2500
Employment Status: 1 year contract
Requirement:
- Minimum 1 -2 years working experience
- Education: Minimum SPM or any Degree
- Experience in back-office support and dealing with customers
- Experience in managing customer situations with ability to engage directly with customers when required
Job Type: Contract
Contract length: 12 months
Pay: RM2,200.00 - RM2,500.00 per month
Experience:
- Back-office support and dealing with customers: 1 year (Preferred)
Work Location: In person