Job Purpose
- Attend to TT and any network related service quality feedbacks and provide accurate diagnosis, derive an explanation/advise of how to resolve the problem (when a problem does not require any escalation) to Customer service or channel where complain originated from. Else, timely escalation to require higher level support within Network.
Key Accountabilities
- To provide timely support to subscribers in need of help with various network related issues when using U Mobile services to meet the overall objective of ensuring perceived quality of experience using U Mobile services remains positive.
- Interacting with front liners, takes complain or feedback from myriad of channels including but not limited to Trouble-Ticket raised by Customer service, VIP and Management, and Service Quality detection.
- Specifically handling the case which raised by Sales and Dealer through email and SMS. After performing analysis and troubleshooting and where required, escalate the issue to relevant departments and follow up until problem solved.
- To be available for round-robin weekly standby assignment for outage escalation and emergency TT/service feedbacks after office hour via calls, SMS and email.
- Occasionally required to perform onsite service verification whenever required including VIP and MCMC case.