Overview

• Salary

  20,000 PHP ~ 25,000 PHP

• Industry

  Telecommunication

• Job Description

  
  • Be the single point of contact for our premium customers.
  • Ensure calls are answered and emails are responded in a timely manner.
  
  • Handle initial classification / prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Escalate incidents to 2nd level resolver groups as per work instructions.
  • Monitor and manage maintenance from providers or engineering
  
  • Monitor and manage alert/alarms created by the NMS
  • Ensuring all requests are progressed & cleared within SLA
  
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  
  • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.