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Customer Service - Systems & Processes

ATOM
Kyauktada | Yangon
Verified This job has been verified by the company as a real job vacancy.
29 May 2023
Recruiter active 7 hours ago The recruiter at this company was last active reviewing applications.
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Customer Service - Systems & Processes
ATOM, Kyauktada | Yangon

Customer Service - Systems & Processes

ATOM

Customer Service - Systems & Processes

ATOM
Recruiter active 7 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Verified This job has been verified by the company as a real job vacancy.

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Telecommunications

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Fantastic Opportunity for ...

Assistant Manager, Customer Service

Job Overview:

Assistant Manager, Customer Service (Systems & Processes) is responsible for monitoring and improving systems and processes for the smoothness of Customer Service operations.

This role includes overseeing all systems used in Customer Service operations are operating effectively and robustly and ensuring their required changes and development. Responsibilities also include taking charge of developing, periodically reviewing, and simplifying the Customer Service’s processes practiced in the operations. Additionally, she/he will be taking ownership to ensure Customer Service operation team understands well to use those systems and processes by providing required trainings and briefings.

 

Responsibilities:

  • Ensure understanding of systems used for Customer Service operations and its required development
  • Coordinate key activities with IT team, conduct key User Acceptance Testing (UAT) activities and test scenario development, to ensure that Customer Service’s related systems are developed according to predefined scopes of work and meet business users’ requirements
  • Provide key periodic updates of Customer Service’s systems and follow-up with IT team on pending requests/issues, to ensure all issues are addressed appropriately and in a timely manner
  • Raise and follow up with IT team on system level glitches and new/enhanced system requirements.
  • Ensure simplified system flows used by Customer Service operations
  • Prepare processes required for Customer Service operations
  • Develop and maintain Customer Service’s processes catalog and implement process health check mechanism.
  • Make recommendation to Customer Service operations in order to rollout simplified processes.
  • Collaborate with internal/external stakeholders to identify the improvement of systems and processes of Customer Service operations.
  • Provide systems and processes related necessary trainings to Customer Service operation staffs.
  • Be able to prioritize tasks and have ability to perform multi tasks according to business urgency.
  • Open to new challenges and proactive in executing ad-hoc activities.
  • Be responsible and accountable for other certain works as assigned from immediate superior.
  • Be able to work out of office hours including weekends & public holidays if necessary.

Open To

Male/Female

Job Requirements

  • Bachelor’s degree in IT/business/Statistics
  • Minimum 3+ years of experienced in Telecom or Service Industry (Preferable: Familiar with CIM/CRM).
  • Excellent customer service mind-set, good attitude, interpersonal skill and valued teamwork.
  • Highly motivated, self-initiative and professional.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good communication/presentation and can convey messages expressively and clearly to various types of audiences.

What We Can Offer

Benefits

- Airtime Usage
- Medical Insurance Coverage
- Bonus Entitlement

Highlights

  • An awesome company
  • Join a winning team
  • You can make a difference

Career Opportunities

  • Opportunities for promotion
  • Possibility for job training
  • Learn new skills and techniques