The
Verizon Business Service Desk – Asia Pacific Customer Care Center (APCCC) is
the single point of contact from any Asia Pacific countries for incident
management/ service request/ change request of all Verizon Business services.
The team is responsible for overall incident management including customer and
management escalations to repair teams and information flow to customers
regarding restoration efforts. The Representative owns the ticket management
process until the incident is resolved to customer’s satisfaction.
Key responsibilities include:
·
Act
as a single point of contact for incident management; answer inbound calls and
respond to incoming emails received from external and internal customers and
document/track the related incidents.
·
Manage
incident tickets sent to the queue. Maintain on-going communication (outbound,
inbound contact channels) with customers, escalate tickets where necessary to
ensure tickets are progressing
·
Follow
up with the Ticket Operation Teams to ensure incident tickets are driven at the
right track and aim to restore the service within the Mean Time To Repair
(MTTR) time
·
Work
in rotating shifts, responsible for 24x7 call support
·
Comply
with the KPIs set by the Management
·
Work
on ad-hoc tasks or new duties assigned by the Management according to the
business needs (where necessary)
·
Demonstrate
a working knowledge of job related tools and applications, as well as Microsoft
Office.
Desired Skills & Experience
·
Working
knowledge and experience in Information Technology, Telecommunications or
System Integrator industry.
·
Good
interpersonal skills and ability to work/learn as part of an international
dispersed team
·
Experience
working in a challenging and fast paced environment, must work well under
sustained pressure, be self-motivated with a strong sense of ownership, can-do
attitude, urgency and drive
·
Ability
to work on tasks, and projects with minimum supervision
·
Fluent
in English and Japanese (both verbal and written)
Click
on the below link to apply now,
