Roles and Responsibilities
Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touchpoints (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
Activate or deactivate customers’ satellite services upon request.
Prioritizing and handling escalations as received from different customer touchpoints
Carrying out daily system health checks and sharing a report on the same.
Carry out hardware, channel and system testing for new implementations and technologies. A report on findings to be generated and shared with all stakeholders at the end of the test period.
Maintains financial accounts by processing customer adjustments and providing billing information.
First Response Time: -Achieve a first response time of 4 hours for cases escalated to business desk and emails, and 30 minutes for urgent escalations sent by email to business desk support mailing list.
Service Level Agreement: -Maintaining a business desk SLA of 99% with at least 90% of the cases handled within 4 hours in order to avoid repeat calls and enhance customer experience
Case Resolution Rate: -measures the productivity of each back-office team member. It is a comparative measure based on the number of cases/emails handled per day/ hour in relation to the average for the day to measure individual effectiveness.
Escalation Management-measures This KPI measures how escalations are handled. Escalations to the third level must be followed up for a ref number and indicated on the tracker and status updated accordingly. Cases on individual queues should not stay for more 72 hours old unless advised by the reporting manager.
Case Quality Tagging: -measures the quality of cases escalated to the business desk from all touchpoints and also the quality of the resolution/feedback given from business desk. Cases that lack critical information will be tagged as invalid with the reason for tagging given by the person who handled the case. Resolution to be guided by Business Rules, to reduce risk to the organization.
Attendance and Punctuality: -measures the team's attendance against scheduled shifts. The target is to achieve less than 5% absence of the total working days with 95% punctuality. Conducting quality inspections after repairs by physical testing each gadget and updating observations and findings in SAP
Skills and Qualifications
Degree in social sciences and/or a business-related field
2-3 years of experience in a call centre or frontline service experience
Good oral communication skills
Strong problem-solving skills and a critical thinker
Attention to detail and a passion for excellence
Ability to move with speed and follow through the workflow procedures