Job Description

Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touch points (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 touch points

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.

Escalate to corporate all service related issues that require third level support (Products, services,programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)

Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.

Escalate issues to relevant departments and follow up to resolution

Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs

Enforcement of the escalations and call back process for better customer experience

Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM

Requirements

A first degree in a Business-related field

3 years’ experience line customer support preferably within an entertainment ind

Professional communication skills, written and verbal

Computer literate, numerical aptitude and willingness to learn new skills

Previous front-line customer service experience required

Call Centre or Touch point experience is highly desirable

• Manage technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.) using MAL’s internal CRM system.
• Activate or deactivate customers’ satellite services upon request.
• Prioritize and handle escalations as received from different customer touch points.
• Carry out daily system health checks and share a report on the same.
• Carry out hardware, channel and system testing for new implementations and technologies.
• Generate and share a report on findings with all stakeholders at the end of the test period.
• Maintain financial accounts by processing customer adjustments and providing billing information.
• Escalate to corporate all service related issues that require third level support.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Escalate issues to relevant departments and follow up to resolution.
• Track escalations to other departments and third level to ensure issue resolution within stipulated TATs.
• Enforce escalations and call back processes for better customer experience.

• Professional communication skills (written and verbal)
• Computer literacy
• Numerical aptitude
• Willingness to learn new skills
• Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM

• A first degree in a Business-related field
• Previous front-line customer service experience
• Call Centre or Touch point experience is highly desirable