Partner Support Call Centre

Job Description

This is a contract role.

In this role at CelcomDigi, you will attend to calls, email or portal ‘s escalation from Celcomdigi Partners and resolve for them. 
 

Responsibilities:

• Answer incoming calls in a timely manner from Celcomdigi Partners. 
• Resolving Celcomdigi partner’s challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution). 
• Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure. 
• Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).
• Attending to cases escalated by Celcomdigi’s Partners through web portal and resolve them within SLA. 
• Log case in tool provided by Celcomdigi on calls and email attended to track productivities.

Requirements:

• Able to work shift till 10 pm, including weekends & public holidays. 
• Results oriented with the ability to set, meet, and exceed targets; possess sense of urgency & persistency until goals are met.
• Customer obsessed, calm & able to handle difficult situations.
• Taking ownership to ensure issues resolve in a timely manner.
• Minimum SPM/Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply. 
• Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage.
• Good communication/written skills, love interaction with customers.
• Team player and fostering collaboration.