PURPOSE OF ROLE:

• To receive faults and enquiries from our customers and to log, diagnose, resolve, progress, chase, escalate, update and give feedback on these and any other customer service related issues – to be the customers champion and ensure all problems are resolved as quickly as possible – preferably on the first call.

• To maintain PCA and other performance targets.

• Ensure handovers are adequate to maintain customer satisfaction and performance targets.

KEY TASKS AND RESPONSIBILITIES:

• Telephone calls to be answered within 15 seconds

• Alarms, emails & Expedio are closely monitored, actions taken within target time based on the progress & SLA agreed with the customers, ensure no ticket missing related to the incident.

• Accurate recording of all customer fault reports / enquiries on relevant system(s). Carry out primary diagnosis and attempt to clear faults / enquiries on first call.

• Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.

• Monitor progress of faults / enquiries to ensure resolution within set target time.

• Case Manage faults to resolution.

• Follow guidelines on escalations and escalate problems and delays as necessary.

• Manage “escalation” as they arise at Level 1 escalation point .

• Open, follow up and close the tickets and meet the average level in terms of the volume of tickets handled, ensure ticket is followed up in timely manner.

• Keep customer informed through the whole incident/change life cycle according to the agreed process between BT and the customers.

• Ensure TTS Queues are managed and repair performance targets maintained.

• Fully comply and follow the centre best practices, security policies & regulations based on ISO 27001

• To complete the tasks assigned by TL or TM as when required.

• Ensure the health and welfare are in accordance with BTs health and safety policy

• To access, use or disclose customer information only when needed for the job in accordance with BTs security policy. Any other access, use or disclosure of customer information may only be made on receipt of additional authority in accordance with BT information security. To ensure to safeguard sensitive customer information.

• Ensure to understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to daily work sufficiently to be able to comply with, relying on the knowledge or ability to recognise when are needed for specialist support.

• Actively participate the training required to develop the skill and capability and 100% compliance with company training requirement.

• At least 1 SOP development and 1 BP/LL/Case study sharing per month among team.

QUALIFICATIONS:

• Graduate/ Eng Degree preferably in Telecommunications

• Cisco certified at CCNA level
  

SKILLS/EXPERIENCE:

• 2 years experiences

• Customer service in a technical helpdesk function

• Should have worked on Routers, modems or Voice Switches and need to be aware of WAN Technologies

• Ability to cope with pressure

• Ability to manage time effectively

• Knowledge of voice and data networks

• PC skills- Excel, Word, Email systems

• Language Requirements- Fluent English, Japanese and Mandarin
  

上班地址：五一路269号16号楼

British Telecom Group is a leading FTSE Company with a profitable turnover of more than ￡19 billion. We’re the world’s most established communications company, employing over 98,000 people in 170 countries around the world.

We’re known globally as a major technology player – pioneering the digital advances that are shaping and driving the information age, helping people create, collaborate and communicate better than ever before.

BT started in China in 1995 with representative offices in Beijing and Shanghai, then later set up as a wholly foreign-owned enterprise (WFOE). Now besides offices in Beijing, Shanghai and Shenzhen, there is also a Technology and Service Centre in Dalian providing 24x7 multi-lingual support to our customers. And we also have the China Research Centre in Beijing.

BT in China offers systems integration, project management, and consultancy services to help customers develop complex IT and transformational solutions. In China, we are able to draw from the vast experience, talent and capabilities from BT’s different practices around the world as well as partners in China to create innovative and customised ICT solutions for our global and local customers.