DUTIES AND RESPONSIBILITIES
Job Summary:
An experienced professional who is responsible for establishing goodwill, communication and resolve customers concerns, problems and complaints besides operational events, and liaise with parties concerned to work out solutions with other departments with maximum efficiency and meeting our customer satisfaction.
Job Duties:
General
1. Provide continuous recommendation to improve the effective and efficient operation process
2. Manage and maintain document library of policy, process and procedure to ensure management and distribution in a proper way
3. Manage and maintain quality management framework for process and system development
Customer Communication
1. Develop the communication pack to external customers for any maintenance work and company announcement
2. Handle the general enquiry from customer regarding maintenance arrangement and company announcement
3. Coordinate with AM/CRM and internal teams for any special or customized request of maintenance work
4. Deliver the master incident report/memo in customer view by coordinating with incident owners and internal teams
Job Requirements:
- Minimum Bachelor's Degree of Computer Science/ IT/ Engineering or related discipline
- Certification of CDCP, ITILv3, CCNA preferred
- Minimum 8 years of experience in Networking/IT/Engineering/Critical Facility industries
- Minimum 3 years of experience in communication/ complaint management