Customer Care Executive / Dept Checker

• Effectively manage all customer requests for support – from call logging to call completion.


• Handle reporting and drive data quality as needed by management.


• Receive customer calls / emails and create service incident tickets in the appropriate Service Management System, ensuring that all prerequisite checks have been completed before allocating the ticket to the appropriate team/other department.


• Receive and process requests for corrective and preventative maintenance in the appropriate Service Management System(s), identifying suitable engineers by optimising qualifications, availability, location and spare parts availability, resolving resource conflicts by re-planning of activities within defined scope.

• Create and manage spare parts orders as required, synchronising with engineers visit where appropriate.


• Monitor the quality and accuracy of the data in our Service Management System(s), ensuring that any errors or omissions are corrected or escalated appropriately


• Plan and communicate all proactive maintenance activities (including Updates, Installations) for install base, ensuring completion within specified timeframe.


• Record all relevant engineer attendances/absences in the appropriate Service Management System(s).


• Escalate situations where customer satisfaction is compromised or our contractual obligations are unlikely to be met.


• Support other Customer Service teams as required to ensure service delivery is planned and carried out in accordance with Service Level Agreements.


• Act as department checker for Customer Service teams.


• Identify any opportunities to improve efficiency and effectiveness of Customer Care Centre processes

 
What do I need to apply for this job?

• Minimum higher diploma in Communication/ IT/ Business Management or related field


• Able to work in a call centre environment


• Good communication skills in dealing with customers both over the phone or face-to-face


• SAP experience would be advantageous


• Experiences working in a team


• Fresh graduates are encouraged to apply – on job training shall be provided


• Possess a positive attitude and mindset

 Should you are interested please send your updated CV to siti@cnetg.com