Position Title: Call Agent (Bahasa Indonesia Speaker) – 1 year contract renewable
Company Nature of Business: IT Services
Location: KL (Accessible by Monorial Chow Kit and LRT Titiwangsa)
Working Hour: 24/7 Shift Rotation
1. Ticket Handling
Ø Answer inbound customer calls, including detailed recording of the issue according to defined processes. Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions. Transform tickets created by E-Mail or Fax into the Ticket system. Retrieve customer agreement on cost coverage, if no contract exists. Identify and escalate situations requiring urgent attention.
2. Solution Provision
Ø Usage of predefined available solution trees to solve tickets and advise customer on appropriate action. If not successful in solving the ticket, forward to the next appropriate level.
Ø Provision of added value services during non-peak times.
3. Process Tasks
Ø Report on faulty master data if noticed.
Ø Inform Service Line Manager (e.g. supervisor or team leader) or dedicated CEC agent in case of customer escalations.
Ø Provide detailed information on all performed activities to next appropriate level according to process definition. If incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder). In dedicated cases enter debriefing information from field services.
4. Customer and Third Party Communication
Ø Guide customer according to solution trees to solve incident. If not successful inform customer about next steps. If necessary cancel a customer incident at customer’s request and answer on customer enquiries regarding status of request processing (e.g. Engineer Time of Arrival). Ensure high levels of customer satisfaction with individual calls.
Ø In dedicated cases provide briefing information to appropriate third party provider.
5. Continuous Improvement Process
Ø Observe technical or process problems at all times.
Ø Proactively inform Service Line Manager (e.g. team leader or supervisor) about potential problems and offer improvement suggestion, if possible.
Ø Frequently use the corporate knowledge base to find solutions and provide input for it.
Ø Experience in a call center environment (recommended).
Ø Knowledge of customer service principles and practices.
Ø Good technical knowledge in supported customer specific Hardware environment.
Ø Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
Ø Native Speaker (Indonesia) quality in required local language/primary language.
Ø English language skills are additionally implied.
Ø PC literacy, especially usage of Microsoft Office package.
Ø Industry Knowhow preferred.
Ø Willingness to work in shift models, based on customer requirements.
Interested candidates may send updated CV to firstname.lastname@example.org