You
will be a key team member of Verizon’s Asia
Pacific Customer Care Center (APCCC). You will be responsible for the
ticket management process until the incident is resolved to customer’s satisfaction (CSAT).
APCCC team is the single point of contact for all incident
management/ service request/ change request of all Verizon Business services
across any Asia Pacific countries (Singapore,
Malaysia, China, Hong Kong, South Korea, Taiwan, Philippines, Australia, India
and Japan). The team is responsible for overall incident management
including customer and management escalations to repair teams and information flow
to customers regarding restoration efforts.
Job Responsibilities
·
You
will act as a Single point of contact
for incident management; answer incoming
phone calls and respond to incoming emails received from external
and internal customers and document/track the related incidents to the
knowledge base in our systems.
·
You
will manage tickets in the online system’s queue, maintain on-going
communication (outbound, inbound contact channels) with our customers; escalate tickets where necessary to
ensure tickets are progressing well.
·
You
will follow up with the Ticket Operation
Teams to ensure raised incident tickets are driven at the right track and
aim to restore the service within the Mean
Time To Repair (MTTR).
·
You
will work in 24x7 rotating shifts
which involve day, afternoon and also night shifts shuffled on a monthly
basis.
·
You
will comply with the KPIs set by the Senior management.
·
You
will work on ad-hoc tasks or new duties assigned by the Senior management
according to the business needs (where necessary)
Person Specification:
·
You
should have a bachelor’s degree or equivalent professional qualification
·
You
should have minimum 2 years of
experience in a Customer Service, Technical Support, Help Desk, Customer
Support or Service Desk related roles across any IT, Non-IT,
Telecommunications, Product, Financial or System Integrator industries or
related field / industry
·
You
must be fluent in English, Cantonese and
Mandarin which is MANDATORY to APPLY.
·
You
should have good interpersonal skills and ability to work/learn as part of an
international dispersed team
·
You
must have experience working in a challenging and fast paced environment, must
work well under sustained pressure, self-motivated with a strong sense of ownership,
can-do attitude, urgency and drive
·
You
must demonstrate a working knowledge of Microsoft
Office tools i.e Outlook, Word, Excel, PowerPoint, etc..,
Click on the hyperlink and Apply Now!
