Complaints and Resolution Expert
4 days ago
Key Responsibilities
- Be responsible for management of Consumer fixed complaints (Fibre and 5G) but not limited to/enquiries. Explore innovative ways to improve first contact resolution for Consumer Fixed line customers.
- Work with technology to build capabilities required to fix customer technical issues remotely without the need for a field visit.
- Lead and manage OTDR/LSPM testing equipment and analyze the testing reports to check whether the results are within the threshold.
- Own and manage the budget allocated for Fixed line technical support visits. Build team KPIs & tracking to ensure the customer is always kept notified on the status of their complaint.
- Escalate unresolved technical cases to the Level 2 team in technology, as required. Build a strong knowledge base of customer technical complaint resolution.
Requirements
- Bachelor's degree in Technology/Telecommunications or equivalent.
- 5 years of relevant experience in telecom (Technical support experience is preferred).
- Experience in leading a team to ensure always offering an outstanding customer experience.
- Expertise in FTTX architecture.
- Comprehensive knowledge of product catalogue and Customer Care systems with customer focus, good communication, and analytical investigative skills.
- Good functional knowledge of MS Outlook, Excel, Word, and PowerPoint.
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