Job Description

• 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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