Service Quality Management (Network)

Symphony Communication Co., Ltd. (Chatuchak)

Bangkok, Thailand

Symphony Communication Public Company Limited or SYMC is a Telecommunication network and service provider in Thailand, providing high speed and reliable network for both domestic and international connectivity and value-added services to serve the fast-growing data demand in Thailand and ASEAN. Currently, the Company holds the Telecommunication Service License Type II and Type III, permitted by Office of The National Broadcasting and Telecommunications Commission (“NBTC”) to provide services for International Private Leased Circuit (IPLC) both terrestrial and submarine coverage and IP-Virtual Private Network (IP-VPN). In addition, the Company has also received the Internet Operation Type I and II to provide internet service and operate International Internet Gateway (IIG) and National Internet Exchange (NIX).

Detail posisi

The Service Quality Management (Network) position is responsible for ensuring high-quality customer service and satisfaction by managing customer issues, analyzing data, and developing service standards.

Kewajiban

• Take ownership of customers issues in a timely manner and follow problems through to resolution
• Improve customer service experience, create engaged and facilitate customers for retention
• Analyze statistics and compile accurate reports
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Develop service procedures, policies and standards
• Control quality of service (SLA)
• Analyze incident issues, investigate a root cause and provide solutions for improving service to meet customer agreement
• Collect and compile statistical quality data
• Analyze data to identify areas for improvement in the quality system
• Provide customer perspective (Voice of customers) to internal team with the view to driving customer satisfaction metrics higher
• Prepare reports to communicate outcomes of quality activities
• Responsible for initiating and completing a Corrective Action Request (CAR) for both customer complaints and recurring internal quality concerns

Kualifikasi

• Bachelor’s Degree in Telecom Engineer, Electronic Engineer, Computer Engineer, Computer Science, IT or Relate Field
• Good command of written and spoken English communication
• Telecommunication business knowledge
• Proven experience 1-5 years in computer network/ Internet experience
• Excellent client-facing and internal communication skills
• Strong leadership, analysis, negotiation, and problem-solving skill
• Flexibility and ability to work and enjoy working under tight deadlines and handle pressure
• Proven ability to lead & enable team and manage relationships with people for all level ranging from senior management to working team members through collaboration and with high professionalism
• Strong Service Mind and constructive co-operation under stressful work environment