Enterprise Support Officer - Philippines, Pilipinas - PLDT

    PLDT
    PLDT Philippines, Pilipinas

    2 linggo ang nakalipas

    Default job background
    Buong oras
    Paglalarawan

    Education

    Graduate of any 4-year course

    Qualifications

    Working experience: Preferably with customer and incident management experience and willing to work on a 24/7 shift.

    Duties and Responsibilities

    Business Awareness Thorough understanding of Customer service/experience and its link to Enterprise business.

    Managing customer experience

    • Perform test and diagnosis of all reported complaints from Enterprise customers to identify cause of problem.
    • Manage end-to-end resolution of trouble until service has been restored in coordination with internal and external support groups.
    • Perform escalation strategies for major outages that affect several customers and for fault tickets that have not been restored within the agreed time.
    • Provides regular updates to customers, relationship managers and business heads on the progress of incidents and implementation of resolution.
    • Develops a deep understanding of clients and their needs
    • Analyze incidents and identify possible solutions to client's concerns that will enhance customer relations.
    • Advise / Coordinate with other support teams on additional customer requirements (i.e., Bill dispute, aftersales, etc.

    Planning and Organizing

    • KPI Setting
    • Understand the different process flows and business rules associated with Service Assurance

    Problem Analysis and Resolution

    • Analyzes and interprets data and sends recommendations and/or solutions to resolve the concerns without compromising the quality and standards of PLDT / SMART
    • Based on incidents,identifies and coordinates with work group for their corrective and preventive action.