Job Descriptions:

• Owns the overall service and day-to-day customer care in the provision of those services. Manage the production service providers to improve service performance where the delivered service is not meeting SLA or customer’s required levels.

• Act as point of contact to interface with multiple stakeholders including our Client, internal service teams, system vendors on regular basis

• Maintain and monitor the service level requirement and standard performed by the service providers, handle client’s requirement and issues management.

• Perform high level problem management and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks

• Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client

 Detailed Responsibilities:

• Daily operation

  • guide EUC on difficult case

  • service ticket / case review (check if any mistakes)

  • outstanding case follow-up with engineers

• Case escalation

  • alert customer on repeated issues

• SOP maintenance

• Weekly report presentation

  • ticket data

  • project status

  • pending case follow-up

• Monthly report

Requirements:

• Tertiary Education on related disciplines

• At least 3 years of related job experience (service delivery / call center management), having team management experience will be a plus

• Proficiency in written English

• Strong interpersonal skill

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