Job Duties & Responsibilities:-
- To provide technical troubleshooting support to customers on alarm issues in an effective and efficient manner.
- To monitor and respond to alarm signals within service level targets.
- To attend to customers’ enquiries on products, accounts and services, and offer alternatives solutions to fulfill customer needs, ensuring total customer satisfaction.
- To gather customer feedback, identify problem trends and highlight to Team Leader & Supervisors for discussion, service enhancement and resolution of problems.
- To ensure that standard operational procedures (SOP) are adhered to.
- To profile accounts based on account types and key priority accounts.
- To demonstrate strong work commitment and work ethics.
- To highlight SOP non-compliance to Team Leaders for correction, corrective and preventive actions.
- To adhere to plan work schedule & be available for overtime during emergencies in short notice.
- Able to perform rotating 12hours shift work, 4 days a week
- 1-2 year call center experience
