Job Description

Working Hours:

Two-shift rotation: 8:30am - 5:30pm / 11:00am - 8:00pm

5-day work week, including weekends and public holidays

Compensation Structure

Basic salary: RM1800 - RM2200, Shift allowance: RM350

KPI incentives:

Tier 1 - RM800

Tier 2 - RM1,800

Tier 3 - up to RM2,500

Requirement:

Minimum SPM candidates with relevant working experience Must be technically savvy and able to understand work processes Preferably with IT background, knowledge in networks/software/hardware would be an added advantage Able to handle calls and WhatsApp communication Preferably with customer service experience (e.g., Maxis, Unifi, other telcos)

Responsibilities /Accountabilities

1. Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs

2. Provide solutions to fibre customer post-installation technical issues including the below:

Troubleshooting (identify and fix) and configuration of hardware (router and WiFi devices) Engage with internal teams for backend troubleshooting activities and solutioning
3. Engage with partners (installers and access providers) for:

on-site troubleshooting and solutions to address customer issues gather on ground feedback to pinpoint potential issues and solutions to address them
4. Maintain a reference database of issues, configurations and solutions that can be used by the internal teams

5. Contribute to overall customer satisfaction score and post installation KPIs (new customer complaints, complaint aging)

Job Type: Full-time

Pay: RM1,800.00 - RM2,200.00 per month

Experience:

Fibre installation and troubleshooting processes:: 1 year (Preferred) Home fibre setup: 1 year (Preferred)
Work Location: In person