About the job Customer Support Executive
A. PROFILE
Role Title: Customer Support Executive
Reporting to: Customer Support Team Leader
Division: Customer Experience
Department / Section: Marketing
B. CONTEXT
Purpose: To increase customer satisfaction, loyalty and retention and also, to meet the customer expectation.
Context: To provide the best customer experience to the customers by building the seamless relationship with them in all aspects which can sustain and growth the organizational business.
C. ROLE ACCOUNTABILITIES
- Handling Customer Issue - Responsible for investigation, resolution and reporting of all customers related complaints to resolve within defined timeline
- Managing Complaint Resolution SLA – Tracking the complaint resolution status with related departments to close the customer issue within the defined SLA
- Effective Communication – Ensure to communicate effectively with related team and third party vendors to solve the customer issue with prompt manner while keep updating the customer that their issue is acknowledged and updating the issue status
- Recording and Escalating – Recording the customer complaints resolution in data base and escalate the unresolved complaints/issues to Management with timely manner
- Analysing and Reporting – Analysis the root cause of customer issue, complaint trend , voice of the customer and prepare the operational required reports
- Continuous Learning and Improving - Willing to stay updated on the latest products, services, process, policies and attend provided training sessions to improve knowledge and skills.
- Positive Attitude & Good Work Ethics – To be a good team player and to deliver the best service and experience with positive attitude and manners
D. KEY PERFORMANCE INDICATORS
- Market Leader
- Operational Performance
- Competencies
- Training & Development
E. WORKING RELATIONSHIPS & DECISION MAKING
Interacts with:
- Internal: Cross Functional Team and Customer Experience Team
- External: Customer, Vendor
Decision Making
- Decision making will mainly be in line with defined procedures and pre-determined guidelines. However an ability to make decisions in relation to the specific responses to give to resolve customer queries may be done independently within limits.
- Accountability and ownership in terms of providing relevant actions to resolving the customer enquiries; providing any compensation in line with policy
F. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge
- 1 – 2 years of experience in customer service management fields.
- Essential knowledge:
- Knowledgeable in telecom business processes, standard practices, tools and internal system(Billing and Oss) within branch service operation
- Strong Problem solving skills
- Outstanding verbal, written, and interpersonal communication skills
- Listening skills, to understand exactly what customers require.
- Working knowledge of Microsoft Office Programs
- Non-Essential Knowledge:
- Telecommunication domain expertise such as Prepaid/Postpaid, Convergent Billing, Online Charging, Call Scenarios, Data Services, Customer Care, Product Catalogue, Order Management, Service Subscription, and Subscriber Life Cycle
- Telecommunication business processes and solutions such as Provisioning, Mediation, Middleware, Rating, Charging, Billing, Interconnect, Roaming, CRM, Partner Management, Credit Control, Payment, Collection, and Revenue Assurance
- Language skills: English
Key capabilities/knowledge
- Problem solving skill
- Negotiation skill
- Time management
- Planning and organizing
- Communication (Telephony skill & business writing skill)
- Excel basic skill
- Power Point skill
Minimum Entry Qualifications
Bachelor of Science degree in Computer Science or equivalent university degree