Team Leader - SME Tech Evolve

Be a part of something BIG!

As a Team Leader, you are responsible to manage a group of junior Customer Care Officer in providing excellent customer service to our business client. The team focuses on handling fault report issues related to Business Fiber Internet, Singtel TV, Business Digital line and Singnet Wireless connection.

Make An Impact By

• Manage a team of Customer Care Officer on their KPI, Attendance and productivity.
• Ensure proper planning of resources to have service level maintained at targeted level.
• Adhere to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
• Manage Business Fibre Internet, Singtel TV, Business Digital Line, Singnet Wireless connection fault report issues via inbound call and internal escalation mailbox
• Perform follow up with customer to ensure end to end resolution
• Perform escalation to respective resolver’s team for non-FCR cases. E.g. Network issues related to Unable to Send / Receive Email, Unable to surf certain website and Speed Latency.
• Ensure fault report ticket are created in system.
• Log all customer interactions and issues accurately in the system.
• Contribute to the knowledge base by documenting common issues and solutions.
• Perform live review on incoming calls to identify potential outage or issue which is causing higher than normal incoming calls
• Review existing process and recommend improvement when needed.
• Ad-hoc task assign by direct superior.

Skills For Success

Rewards That Go Beyond

Working Location :

Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.

Your Career Growth Starts Here. Apply Now

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