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HOME INSTALLATION (RESOLUTIONS)

Date: 27-May-2022

Location: Petaling Jaya, MY

Company: Celcom Axiata Berhad

Job Description

PURPOSE

To manage and handle end to end all return orders and open work orders for fibre installation. To continuously work with all find the foot cause of the issues and work with the relevant teams to fix the issues at source (wherever applicable).

ACCOUNTABILITIES /KEY RESPONSIBILITIES

  • Point of contact to manage end to end all the different category of return orders. Monitor and track on daily basis the changes in status for all return orders 
  • Play a role to liaise with many different cross functional teams (IT / Network  TechXpert / Access Partners / Carrier Collaboration / Sales Partners / Contact Centre) regarding “return” orders from Fibre registration and get it fixed timely
  • To continuously find the foot cause of the issues (internal & external) and work with the relevant teams to fix the issues at source (wherever applicable).
  • Provide regular updates on the status / ageing for all return orders and ensure relevant internal teams to submit orders once rectification done
  • To produce reports for all “return orders” e.g # of return orders, % of return orders by different reasons, return orders by different access partners, ageing of return orders etc
  • To continuously find the foot cause of the issues for open work orders  (internal & external) and work with the relevant teams to fix the issues at source (wherever applicable).
  • To manage all open Work Orders in Installer portal and work with respective partners to ensure information is updated and WO is closed
  • To coordinate and work with internal teams (IT, CS etc) to resolve any open Work Orders due to system issues.

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

QUALIFICATIONS:

 

  • Bachelor’s Degree in Business Administration / Marketing / Technology / Engineering

EXPERIENCE:

 

  • Min 5 years’ experience in Product , Marketing, Sales or Telco industry
  • Demonstrated experience in resolving operational matters
  • Experience in broadband related business
  • Has basic technical knowledge on routers / models
  • Decent knowledge or current market trends of Telco/digital services industry.

 

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

  • Possess strong problem-solving skills
  • Strong in operational and customer related matters, with good understanding of the end to end process / system flow  
  • Ability to think ahead, anticipate problems, issues and solutions
  • Action oriented and able to prioritize, multi-task, and perform effectively under pressure
  • Well organized, strong and administrative and detail orientation skills
  • Able to work well with cross functional teams


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