Call Center Manager
Job duties
- Reporting to the Technical Director, this position requires good experience and high capability to manage the call center daily operations.
- The primary responsibility is to ensure both Level 1 and Level 2 Support are competent enough in their respective roles to provide quick and effective solutions to the customers.
- The secondary primary responsibility is to handle product escalations to Level 3 technical support and follow-up till resolutions are found quickly.
- He/she will be required to do staff scheduling for 7x24 operations (shift duty roster).
- He/She is required to conduct regular product update trainings to Level 1 & 2 staff.
- He/She is required to monitor CRM data on Call Center performance and continuously seek for ways to improve the performance.
- He/She will need to compile regular Call Center performance reports as well as setup /maintain/change processes in the Call Center system.
- He/She will be required to conduct recruitment, development and performance appraisal for all staff in the Call Center .
- He/She will be required to handle customer complaints, finding the root cause and deriving the necessary corrective & preventive actions.
Requirements
- Degree IT Networking/Computer Engineering with 4-5 years working experience in technical support, with at least 2-3 years in a Call Center environment.
- He/She must have some managerial experience with good people management skill sets.
- Experience in working in a client-facing technical support role with vast trouble-shooting experiences.
- Some Knowledge of IT networking technologies like Wireless, ADSL Broadband , VoIP, Gigabit Ethernet, Firewall/ Security, VPN will be advantageous.
- Must be fluent in Bahasa Malaysia/Indonesia
- He/she should be an analytical, initiative, diligent, pro-active person and customer service oriented person.
- Note that only Singaporean/PRs/Malaysian need apply.
If you fit the above profile, join us today for a rewarding career by applying with a detail resume, current and expected salaries and contact number to: ccrecruit@dlink.com.sg
Customer Support Specialist
Job duties
- Reporting to the Call Center Manager, this technical position is based in Singapore and requires the ability to understand customers’ needs and problems, to extract information and in the end provide the best solutions via our CRM system.
- The primary responsibility as a Customer Support Specialist is to provide high quality first level pre- and post-sales technical support to D-Link customers in the region.
- He/she will also contribute in documenting all reported issues and solutions into the CRM, and collaborate with other Helpdesk Agents.
Requirements
- Diploma or Certificate in IT/Computer Engineering with 2-3 years working experience in technical support within a call center environment.
- Some Knowledge of basic IT networking technologies and various operating system setup & configurations .
- He/she should be enthusiastic and communicative, pro-active and takes pleasure in giving higher-than-expected quality service to customers.
- He/She must be patient and courteous when handling our customer calls with good English communication skills with Australian or American accent.
- He/She must be prepared to work on public holidays & weekends as well as on night shift.
- Note that only Singaporean/PRs/Malaysian need apply.
If you fit the above profile, join us today for a rewarding career by applying with a detail resume, current and expected salaries and contact number to: ccrecruit@dlink.com.sg
Technical Support Specialist
Job duties
- Reporting to the Call Center Manager, this position requires the ability to understand customers’ needs and problems, to extract information and in the end provide the best solutions via our CRM system.
- The primary responsibility as a Technical Support Specialist is to function as a Team Leader and provide Level 2 support to our Level 1 Customer Support Specialists.
- The secondary primary responsibility is to handle product escalations to Level 3 technical support and follow-up till resolutions are found.
- He/She will also contribute in maintaining the knowledge base of the CRM system.
- He/She will be required to perform quality checks on Level 1 and handle customers complaints.
Requirements
- Degree IT/Computer Engineering with 2-3 years working experience in technical support
- Experience in working in a client-facing technical support role with vast trouble-shooting experiences.
- Some Knowledge of IT networking technologies like Wireless, ADSL Broadband , VoIP, Gigabit Ethernet, Firewall/ Security, VPN will be advantageous
- He/She should be an analytical, initiative, diligent, pro-active person and customer service oriented person.
- He/She must be patient and courteous when handling our customer calls with good communication skills in English language.
- Must be fluent in Bahasa Malaysia/Indonesia
- Must be willing to work shift duties on weekdays, weekends and Public Holidays.
- Note that only Singaporean/PRs/Malaysian need apply.
If you fit the above profile, join us today for a rewarding career by applying with a detail resume, current and expected salaries and contact number to: ccrecruit@dlink.com.sg
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