Job Description

Schedule: Monday to Friday (06:00 AM-03:00 PM PHT)
Responsibilities & Accountabilities
Service Coordination & Scheduling

  • Prioritise and monitor logged service calls to suitably skilled Customer Service Representatives, ensuring alignment with contracted response times and client expectations
  • Provide accurate ETA advice to customers and Customer Care Representatives; manage complaints diplomatically and efficiently
  • Review logged calls for appropriate escalation; provide feedback to Customer Care Centre (CSC) Team Leaders
  • Identify telephone fix opportunities; take action and update CSC Team Leaders accordingly
  • Clear service calls and record all required information in the system, including meter readings and used parts
  • Ensure compliance with all reporting requirements is expedient and accurate

Customer Experience

  • Deliver quality and service standards as applicable
  • Communicate promptly wit...

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