Role Purpose and Key Responsibilities

Role Purpose: 

• Responsible for, managing all fixed business within the VB Support portfolio.

Key Responsibilities:

• Manage the in life status of fixed customers
• Proactively advise the customers in case there is availability issue through availability management process.
• To achieve SLA Mean Time to Resolution (MTTR), through incident management process
• Make sure root-cause analysis for all problems are done in a professional manner and are documented and advised to the customer through the process of problem management
• Review and improve the support processes (CRs Management) and policy to enhance customer experience.
• Pro-active Training of entire VB fixed portfolio to Improve Services Levels as well as customer Experience

Core Competencies, Knowledge, Experience and Qualification

• Strong analytical skills
• Excellent communication skills
• Strong stakeholder engagement
• Strong customer service and customer satisfaction ethos. Delivering results.
• Interpersonal skills
• 2+ years’ experience industry or functional experience.
• Bachelor degree in Business Administration, Economics, Marketing or its equivalent.
• Interpersonal skills.
• Excellent communication skills

Skills