Operations Assistant (Call Centre)

1.   Answer Calls

• Answer all calls received through PLUSLine (1-800-88-0000), Emergency Telephone (ET) and Region Communication Centre (RCC).
• Greet and hang up the calls received through PLUSLine, Emergency Telephone (ET) and Region Communication Centre (RCC) using the standard script.
• Verify the feedback information with the caller before end the conversation.

2.   Feedback Management

• Immediately register the feedback received through PLUSLine and ET into Customer Care Online Management System (CCOMS) and Customer Intelligence Portal (CIP).
• Assign unresolved customer feedback in CCOMS/CIP to the related party i.e. Head of Function, Region Manager or Section Manager for further investigation and action.
• Update the action taken and solution details for customer feedback into CCOMS/CIP.

3.   Follow Up Call

• Carry out follow up call to customer within 30 minutes for any request of PLUSRonda assistance that received through PLUSLine (1-800-88-0000) and ET.
• Carry out follow up call to PLUSRonda within 30 minutes to get the event updates.
• Carry out follow up call to Recovery Vehicle Operator (RVO) within the stipulated times.

4.   Incident Management

• Record and update highway event’s information in PRIME, RCC log sheet, WhatsApp, Telegram and any form that placed at RCC.
• Record and update incident information received at RCC into PRIME system.
• Check and confirm all information registered in PRIME are accurate before RCC closed the ticket.

5.   Reporting

• To prepare and submit the following reports to the respective Region, Section, or Function
• Summary of Recovery Vehicle Operator (RVO) – every Monday
• Section on Call (SOC) Weekly Schedule – every Friday

6.   Others

• Improve job knowledge by reading and studying new product description or new information related to the company services
• Comply to handing over procedure before end the duty
• Carry out any ad hoc task instructed by the Management and Superiors i.e. Overtime, CSR, Company Event, Coordinator, Simulation Exercise and etc.