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 with customers regarding any issues impacting agreed deliverables via p...
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 with customers regarding any issues impacting agreed deliverables via p...
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