Familiar with key processes on in the fibre ecosystem, specifically with fibre installation and troubleshooting processes
Experience in managing customer situations with ability to engage directly with customer to assess issues and manage expectations.
Customer oriented with good interpersonal and communication skill.
Proactive & have great sense of urgency.
Ability to perform in a fast paced environment & work well under pressure.
Applicants must be willing to work in Subang Hi-Tech Industrial Park
Responsibilities
Order Management
Manage incoming fire applications and engage customer via messaging and calls to address their enquiries on fibre product.
Secure customer appointment & liase with partners closely to secure appointments
Service Commissioning- Installation
Manage Fibre New Installation and Troubleshooting appointments including engaging installers, infra partner and customer to ensure appointment timeline, promised timeline adhered and customer\'s expectation is managed.
Ensure all scheduled fibre installations & troubleshooting are completed with minimal return order.
Work with fibre infra partners and installers to resolve any on ground issues including customer/ installer & Infra partner dispute.
Ensure Installer closes orders and its activated/issue fixed in the system supporting on-site troubleshooting and solutions to address customer issues.
Service Assurance
Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs.
Provide solutions to fibre customer post-installation technical issues including the below:
Troubleshooting (identify and fix) and configuration of hardware (router and WiFi devices)
Benefits
Shift allowances
Medical insurance
Allowances
Overtime pay
Annual leave
Medical leaves
EPF SOCSO
Additional Benefits
Medical and Hospitalisation Leave
Annual Leave
Training Provided
EPF / SOCSO / PCB
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