Answering incoming calls, faxes and emails relating to the programs supported (Thai);
Provide information about the programs supported to enable customers to access the programs and the associated benefits;
Identifies customer requirements and ensures that they are answered or routed through to the appropriate support area;
Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed;
Performs all procedures accurately including following call flows, work processed, data entry requirements and complaint management processes;
Provides call backs and or call downs to subscribers and partners as required;
Follows correct processes and procedures for changes in supplied tools as required;
Provides a high level of professional and competent customer service and is able to communicate effectively with customers;
Ensures that activities and tasks required are performed and or documented in tools where provided;
Demonstrates a strong customer service orientation and takes responsibility to ensure customer are satisfied. Be willing to following the working time assigned by immediate supervisor.
Requirement:
Proficiency & Comprehension of local languages to be supported (Thai);
2 years or above of full time call handling experience or relevant work experience;
Typing skills-minimum 40WPM; Ability to "talk and type" (to be verified at interview stage);
Good verbal and written communication skills (to be verified via formal testing);
Good analytical problem solving skills;
Linear and logical troubleshooting skills (to be determined during interview process);
Strong demonstrated Internet navigation skills;
Self-disciplined and perceptive;
Action and service oriented – can demonstrate initiative and a friendly, "can do" attitude.
