Wala nang mga aplikasyon ang tinatanggap para sa trabahong ito
- 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.
- KPI Setting
- Understand the different process flows and business rules associated with Service Assurance
- 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.
Enterprise Support Officer - Philippines, Pilipinas - PLDT
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
Planning and Organizing
Problem Analysis and Resolution