BrighterMonday

Call Centre Agents - Repairs and Service

Job Summary

Applications are invited from qualified persons for the above vacant position.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Roles & Responsibilities

Duty  
 
First Call Resolution
Description
 - Prompt call response     
Evaluation / KPI
-FCR   
Target
87%   
Task Type/ Reporting
Monthly

Duty
VOC Management    
Description
- VOC registration    
Evaluation / KPI
- VOC Qty registration     
Target   
1qty/ daily
Task Type/ Reporting
Daily

Duty
Pending Management    
Description
 - SPM system utilization & feedback to relevant dept on part availability    
Evaluation / KPI
L/T confirmation: Parts Availability     
Target
2 days    
Task Type/ Reporting
Daily

Duty
Internship Mentorship    
Description
- Interns role assignment & monitoring, Training schedule    
Evaluation / KPI
Attitude and response    
Target   
Task Type/ Reporting
Monthly  
    
Duty
Sprinkler Management (SNS)   
Description
 - Customers querry response via Sprinkler (facebook/twiter/instagram & Youtube)    
Evaluation / KPI
Attitude and response    
Target
2hrs    
Task Type/ Reporting
Daily

Duty
Sprinkler Management (SNS)       
Description
- Communication with marketting & other relevant dept  on any issues raised.    

Duty
Sprinkler Management (SNS)       
Description    
- Online CSAT Survey & resolution rate
Evaluation / KPI    
Target   
4.0, 80%
Task Type/ Reporting
Monthly

Duty
Sprinkler Management (SNS)   
Description
 - Content sharing on DB portal   
Evaluation / KPI    
Target   
Task Type/ Reporting
Daily

Duty
Connected Sales    
Description
- Weekly sales status sharing ->Progress status: Follow ups with Opalnet
Evaluation / KPI
- Response      
Target
$217 K (Annual target for CIC)    
Task Type/ Reporting
Weekly

Duty
Connected Sales    
Description
 - Monthly sales status sharing for all CIC members
Evaluation / KPI
- Sales
Target
Task Type/ Reporting
Monthly       

Duty
Repair scheduling   
Description
 - IH repair scheduling for SNS service requests
Evaluation / KPI
   
Collective
1.    Pending Management
2.    NPS Survey; Running the survey
3.    Tele Sales Improvement
4.    IH SVC Scheduling and follow up

Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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