Job Description
- Provide tier 3 support to Customer Service Support in addressing customer's issues and trouble tickets
- Work with Mobile Network Operators (MNOs), Mobile Virtual Network Enablers (MVNEs), and Business Support System (BSS) vendors, to resolve any customer issues
- Propose business processes or collect customer feedback on improvements
- Monitoring of Number port failures through MVNE system, and notify customers accordingly
- Provide analysis of trouble ticket report
- Perform Order Approvals
- Support and follow up with Marketing team on items required to execute marketing promotions and events.
- Support HQ on localized testing and verification of fixes
- Perform credit adjustments, when necessary
- Propose customer communications for marketing or BAU processes
Requirements of the Candidate
- Minimum 3 years working experience in local telecommunication environment specifically in mobile business
- Proficient in MS Word and MS Excel
- Good interpersonal and communication skills
- Preferably bilingual with proficiency in both Chinese and English (read and write)
- Customer service oriented
