Customer Service Representative, Helpdesk

Job Purpose

Customer Service Representative position is responsible for providing exceptional customer support by addressing inquiries, resolving issues, and enhancing overall customer satisfaction. This role involves managing customer interactions through various channels and providing timely, effective assistance for Government Radio Integrated Network (GIRN) services.

Key Responsibilities

Customer Service Representative

1. Enquiries & Problem Handling – Create, monitor, and manage all Trouble Ticket (TT) reported by GIRN agencies or users via the Customer Service Center (CSC) or Helpdesk.
2. Trouble Ticket Monitoring – Monitor monthly Trouble Ticket (TT) resolution performance and provide feedback for improvement to relevant parties.
3. Customer Satisfaction Survey Program – Assist the Team Leader in coordinating the Customer Satisfaction Survey Program to measure user satisfaction with GIRN services, and recommend improvements (training, terminal related, coverage and field support).
4. Agency Engagement – Support the Customer Engagement Team (CET) and other departments in establishing strong rapport with agencies at nationwide to ensure all GIRN terminals remain in operational.

Certified Customer Service Professional

1. RSC Competency Training – Serve as Subject Matter Expert (SME) and Trainer, conducting yearly customer service training for staff.
2. Training Program Development – Develop and implement the Customer Service Training Program.
3. Focal Point Role – Provide advisory support, handling escalated cases, and lead service excellence initiatives, including serving as the key reference for the Beyond Economical Repair (BER) tracker and process.

Position Requirements

• Diploma or Degree in Business Administration, Management, IT, or equivalent
• Minimum of 5 years' experience in customer service or helpdesk operations.
• Priority will be given to candidates with experience in telecommunications, government services, or large-scale customer support environments, with exposure to helpdesk, customer support, or NGO/TT/ticketing systems.
• Knowledge of Government Radio Integrated Network (GIRN) services, terminal operations, and related processes.