Job Responsibilities:

• Take ownership of customers issues in a timely manner and follow problems through to resolution.
• Improve customer service experience, create engaged and facilitate customers for retention.
• Analyze statistics and compile accurate reports.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Develop service procedures, policies, and standards.
• Control quality of service (SLA).
• Analyze incident issues, investigate a root cause, and provide solutions for improving service to meet customer agreement.
• Collect and compile statistical quality data.
• Analyze data to identify areas for improvement in the quality system.
• Provide customer perspective (Voice of customers) to internal team with the view to driving customer satisfaction metrics higher.
• Prepare reports to communicate outcomes of quality activities.
• Responsible for initiating and completing a Corrective Action Request (CAR) for both customer complaints and recurring internal quality concerns.

Qualifications:

• Bachelor’s Degree in Telecom Engineer, Electronic Engineer, Computer Engineer, Computer Science, IT or Relate Field
• Good command of written and spoken English communication.
• Telecommunication business knowledge.
• Proven experience 0-3 years in computer network/ Internet experience.
• Excellent client-facing and internal communication skills.
• Strong leadership, analysis, negotiation, and problem-solving skill.
• Flexibility and ability to work and enjoy working under tight deadlines and handle pressure.
• Proven ability to lead & enable team and manage relationships with people for all level ranging from senior management to working team members through collaboration and with high professionalism.
• Strong Service Mind and constructive co-operation under stressful work environment.