Associate - Dialog Enterprise Support Center

Entry Requirements

• 3 Passes in A/L Maths stream
• NVQ Lvl 5/ IVQ Lvl 5 Qualification (Following or Completed)
• City & Guilds Advance Diploma / HNDE / NDT / NDS / Diploma in Technology (OUSL) / Advance Diploma in information and communication technology / Advance Diploma in information technology / Advance Diploma in construction technology / NDTE from a recognized University or Institute.

• Responsible to provide First Contact Resolution for complaints received from corporate customers of Large Enterprise, Large & Medium Businesses and Small & Medium Business.
• Escalate the complaint and relevant information through a SR (Service Request) and for second level and Back Office teams to maintain an accurate and instant complain resolutions.
• Retain and maintain the optimal Average Handling Time (AHT) per contact to serve the next customer in the queue.
• Update complaint Log report and maintaining the relevant databases to manage the complaint handling at optimal level.
• Responsible for Handling technical and non-technical complaints in a friendly and professional manner.
• Responsible for Lodging Incident through complaint management system for record purposes and for the benefits of other cross functional teams who involved in resolutions. 
• Maximum possible level of remote troubleshooting to enhance the satisfaction of the customer experience.
• Responsible for providing billing related information to customers and other internal authorized stakeholders to provide a resolution to complaints.
• Check outstanding and communicate information to external customers and internal stakeholders whenever requested