Job Purpose

Responsible for fulfilling all residential service requests from our customers; this is achieved through working closely with contractors and getting the support of internal and external teams; working towards the same objective of resolving all provisioning issues as a member of the Service Coordination team in Service Provisioning Department.

Responsibilities:

• Identify and resolve all technical issues and resolve them within SLA timeframe by work closely with contractors, Requesting Licensees and internal departments.
• Manage and monitor contractor performance
• Identify potential issues prior to provisioning.
• Handle all CS escalations expeditiously and resolve them within SLA to ensure good customer experience.
• Find long term solutions and implement preventive action to all complaints and disputes to prevent future occurrences
• Prioritize and manage all VIP escalations with a high level of professionalism
• To go on-site to handle complaint cases and audit check on contractors, when required.
• Prepare daily / weekly monitoring and analytical reports.
• Field work involves fibre related work such as fibre installation, fibre patching un-patching works, troubleshooting of fibre and etc when required.
• Perform other duties as assigned by supervisors.

Requirements

• Diploma/ Nitec in any discipline (Engineering preferred) with relevant working experience preferred
• Possess good working knowledge of MS Office – Outlook, Excel, Word and Powerpoint
• Driving license and own transportation would be an advantage for onsite duties
• Must be team player and possess basic customer service skillsets for effective communication with end-users