Obtains client information by answering telephone calls and emails; interviewing clients; verifying information including monitoring Client Applications (Ineom)
Responsible for creating/ensuring Trouble Tickets are correct and responding within the SLA time frame dispatching each TT to the right department and monitoring/controlling Trouble Tickets progress related works implementation on site
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
Ensure all Trouble tickets are handled and the third parties within SLA (record each TT starting from Open TT until Closed TT)
Monitoring GPS PLN Application related electrician issue
Addressed the problems and requests by transmitting information or providing solutions to third parties
Perform Daily Report related tasks to Superior
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Control the Site access by using the Electronic Smart Key Application
Analyze all the TTs received before release by checking SLA/MLA for each client and address to third parties review and analyze the quality of works from third parties related to evidence of TT's closing
REQUIREMENT
Minimum Diploma Degree in Communication/ IT or equivalent
Having a minimum of 2-3 years experience in Call Center or equivalent
Good knowledge background in Communication, Telco, and IT industry
Good Analytical thinking, good Speed, and good accuracy.
A fast learner, able to coordinate with third parties, able to multitask
Computer literate
Fluent in English
Good communication skills
Have a basic HSE knowledge
