The role is part of the Residential Team within the Service Provisioning Department and is responsible for managing residential service provisioning, customer enquiries, case follow-up, and technical escalations to ensure timely fulfilment of fibre orders within stipulated QoS standards.

The role requires close coordination with term contractors, Requesting Licensees, end users, and internal departments to resolve provisioning and service-related issues.

In addition, the role supports the operations of the AI CRM platform handling escalating cases including complex or unresolved cases requiring human intervention and as single point of contact to liaise with internal stakeholders.

Responsibilities :

Order Provisioning & Fulfilment

• Manage the complete provisioning lifecycle—from receiving orders to coordinating contractor activities and final delivery.
• Schedule, track, and ensure timely execution of service provisioning tasks.
• Monitor job progress and resolve any operational delays or conflicts to meet QoS

Customer Enquiries, Case Management & Service Recovery

• Manage customer enquiries, complaints and service requests received via call, chat, email, CRM portal and other digital channels.
• Provide clear, accurate and timely updates to end users, Requesting Licensees and internal stakeholders on order status, provisioning progress and issue resolution.
• Take ownership of assigned cases from receipt to closure, ensuring proper documentation of customer interactions, actions taken and follow-up status.
• Handle dissatisfied or escalated customers professionally, with focus on service recovery, clarity of communication and timely resolution.
• Review unresolved or complex enquiries that cannot be fully addressed by AI CRM and determine the appropriate next course of action.

Technical Escalation & Cross-Functional Coordination

• Assess and triage technical or operational issues relating to residential provisioning, order fulfilment, fibre installation, patching/unpatching, appointment delays and service activation issues.
• Coordinate with internal teams, contractors and relevant stakeholders to investigate root causes and resolve escalated cases.
• Monitor escalated technical cases to closure, ensuring timely follow-up and regular updates to customers and stakeholders.
• Identify recurring technical or process-related issues and recommend corrective actions or process improvements.
• Support field-related coordination where required, including troubleshooting and verification of fibre-related service issues

AI CRM Operations & Administration

• Assist the AI CRM Manager on the following:
• Review AI-generated responses and intervene where required to ensure accuracy, service quality, appropriate tone and compliance with NLT’s response guidelines.
• Monitor AI chatbot performance, case queues, SLA dashboards and CRM operational reports to identify exceptions, service gaps and follow-up actions.
• Maintain and update CRM knowledge articles, response templates and FAQs to improve AI response accuracy and self-service effectiveness.
• Support UAT, system enhancements, change requests and user feedback relating to the AI CRM platform.
• Analyse CRM case trends, escalation patterns and customer feedback to recommend process or knowledge base improvements.
• Work with relevant stakeholders to ensure complex cases are properly routed, escalated and closed within the required service timelines.
• Handling escalations from AI CRM and query that requires other internal stakeholders.
• Any other tasks assigned by Manager.

Requirements :

• Degree, Diploma or Nitec in Engineering, IT, Business, Customer Service or related discipline.
• Min 2 years of relevant experience in customer service, service operations, technical coordination, case management or telecommunications operations would be preferred.
• Prior exposure to CRM platforms, AI-enabled customer service tools, chatbot operations, workflow automation or digital case management systems would be an advantage.
• Familiarity with fibre broadband provisioning, field operations, contractor coordination or telecom service delivery would be advantageous.
• Proficient in Microsoft Office applications, especially Outlook, Excel, Word and PowerPoint.