1. To work on shift as scheduled and communicated by team superior.
Skills: Good Communications skill, Confident in undertaking tasks with positive work attitude. Willingness to learn and work as a team.
2. Report and document all information according to the format following internal ticket management procedures strictly.
3. To act in a professional and efficient manner in handling all inbound and outbound calls, emails and faxes to SOC that is to be processed via CRM system and comply with response time and set SLAs.
4. Meet KPI criterias defined and take necessary action to constantly meet the performance targets.
5. Handle customers’ enquiries and requests following the latest updated details communicated.
6. Manage existing customer’s requests - data update, transfer, account renewal, transfer, sold, replacement, migration, troubleshooting and complaint management.
7. Resolve product or service problems by identifying the exact problem; determine the root cause; explain and offer appropriate fix; escalate and expedite on correction action and follow up closely to ensure resolution fix end to end.
8. Provide first level technical troubleshooting to problems reported.
9. Assist installers to register, test and activate a new account in the system.
10. Manages alerts involving theft, crash, e-call request and Stolen Vehicle Recovery following strictly all Control Room SOP and guidelines from superior.
11. To undertake any ad-hoc duties assigned by the Superior and/or from the Management from time to time.
12. Comply and adapt to latest SOPs as documented and revised.
The possibility of being abosorbed to permanent position.
Good working environment with new re-structuring of the call centre.
Office located in safe environment within office building with security.
