1. Analyze service impacts and discuss with relevant dept .
2.Ensure collaboration with various depts. in order to resolve issues and suggest the better way for improvement.
3.Align with relevant department as window function by getting updated information of new service, promotion and service outage.
4. Take initiative to prevent critical issues from happening or reducing the numbers.
5. Resolve issues escalated from regional customer care staff by supporting regional care staffs and sharing the update information about particular MPT’s product and services .
6.Prepare Weekly and Monthly Report and analyze call center situation such as call trend and
7.Ensure the information are understandable/complete and share timely with Call Center dept. and create informative material with our division if necessary.
8. Team Work
9. Able to use CRM system to perform the problem solving
10.Good in communication with colleagues
11.Customer ortiented mindset
12. Motivating team members with passion
13.Data analysis and suggest improvement