Issue Management/Escalation Specialist - Taguig - DITO Telecommunity Corporation

    DITO Telecommunity Corporation
    DITO Telecommunity Corporation Taguig

    1 araw ang nakalipas

    Telekomunikasyon
    Paglalarawan

    Roles and Responsibilities

    Knowledge Management

    • Displays in-depth knowledge on DITO's products and services, business processes and escalation procedures related to issue resolution

    Tools Management (Within Empowerment Level)

    • Attends to all assigned tickets on-time
    • Updates the tickets on-time and accurately. Properly encodes mandatory and vital information.
    • Ensures the use of own accesses and appropriate systems and tools in handling issues/concerns
    • Reports any problems encountered with his/her systems/tools immediately

    Incidence Management

    • Provides customer support from simple to complex non-technical and technical issues/complaints while ensuring customer satisfaction at all times
    • Displays in-depth knowledge and troubleshooting skills in handling escalated issues
    • Accurately resolves customer issues/complaints based on empowerment level and agreed SLAs
    • Ensures all issues are escalated to resolving groups in accordance with policy and procedures and based on the empowerment level
    • Addresses negative feedback of customers immediately
    • Analyzes issues, determines appropriate solutions as well as root causes of the problems

    Customer Rapport

    • Displays rapport with the customer by handling difficult issues with professionalism

    Escalation Management

    • Promptly reports to team leads/operations support any unusual/critical issues/complaints and trends encountered while resolving or troubleshooting customer issues

    Client Management

    • Ensure vendor compliance to all provisions in the Scope of work and contractual agreements/obligations
    • Ensures all client requirements are met and delivered with quality based on agreed timelines
    • Ensures immediate action/s to urgent/critical operational issues raised by clients
    • Participates in regular and urgent management meetings to discuss goals and any issues in need of resolution
    • Determines ways to drive client profitability
    • Conduct audits and manage the remediation of the audit findings
    • Implements continuous improvement strategies

    Reports Management

    • Identify process gaps, provide analytics and recommend short and long term solutions based on handled customer issues to clients
    • Prepares daily, weekly, monthly, quarterly and annual escalation reports with thorough analysis on customer issues and valuable insights

    Business Continuity

    • Ensure business continuity at all times through BCPs

    Skills Requirement

    • Bachelor's Degree
    • Escalation Agent
    • Excellent Customer Service Skills
    • Excellent Complaint Resolution Skills
    • Empathy
    • Effective Communication Skills
    • Thorough Computer Skills
    • Active Listening Skills
    • Integrity and Reliability
    • Problem Solving
    • Critical Thinking
    • Decision Making
    • Excellent Negotiation Skills
    • In-Depth Troubleshooting
    • Willingness to Learn

    NOTE: We regret to inform that only shortlisted candidates will be notified.

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