Roles and Responsibilities
Knowledge Management
- Displays in-depth knowledge on DITO's products and services, business processes and escalation procedures related to issue resolution
Tools Management (Within Empowerment Level)
- Attends to all assigned tickets on-time
- Updates the tickets on-time and accurately. Properly encodes mandatory and vital information.
- Ensures the use of own accesses and appropriate systems and tools in handling issues/concerns
- Reports any problems encountered with his/her systems/tools immediately
Incidence Management
- Provides customer support from simple to complex non-technical and technical issues/complaints while ensuring customer satisfaction at all times
- Displays in-depth knowledge and troubleshooting skills in handling escalated issues
- Accurately resolves customer issues/complaints based on empowerment level and agreed SLAs
- Ensures all issues are escalated to resolving groups in accordance with policy and procedures and based on the empowerment level
- Addresses negative feedback of customers immediately
- Analyzes issues, determines appropriate solutions as well as root causes of the problems
Customer Rapport
- Displays rapport with the customer by handling difficult issues with professionalism
Escalation Management
- Promptly reports to team leads/operations support any unusual/critical issues/complaints and trends encountered while resolving or troubleshooting customer issues
Client Management
- Ensure vendor compliance to all provisions in the Scope of work and contractual agreements/obligations
- Ensures all client requirements are met and delivered with quality based on agreed timelines
- Ensures immediate action/s to urgent/critical operational issues raised by clients
- Participates in regular and urgent management meetings to discuss goals and any issues in need of resolution
- Determines ways to drive client profitability
- Conduct audits and manage the remediation of the audit findings
- Implements continuous improvement strategies
Reports Management
- Identify process gaps, provide analytics and recommend short and long term solutions based on handled customer issues to clients
- Prepares daily, weekly, monthly, quarterly and annual escalation reports with thorough analysis on customer issues and valuable insights
Business Continuity
- Ensure business continuity at all times through BCPs
Skills Requirement
- Bachelor's Degree
- Escalation Agent
- Excellent Customer Service Skills
- Excellent Complaint Resolution Skills
- Empathy
- Effective Communication Skills
- Thorough Computer Skills
- Active Listening Skills
- Integrity and Reliability
- Problem Solving
- Critical Thinking
- Decision Making
- Excellent Negotiation Skills
- In-Depth Troubleshooting
- Willingness to Learn
NOTE: We regret to inform that only shortlisted candidates will be notified.
