日本と海外をつなぐクラウドソーシング

Digicel Tonga Limited

Customer Care Team Leader, Supervisor, Manager

2007/12～ 2017/05

August 2005 - November 2007 [Tonfon Group of Companies (Shoreline Communications Tonga) ]
Customer Service
o Managed daily Customer Care complaints on help desk line & front desk
o Coordinating of service call outs for TV & Internet
o Assisted with counter payments for TV & ISP during high foot traffic at the office

Customer Service Billing Supervisor
o Managed Internet & TV customer database
- Dealing with daily complaints and queries for TV & Internet bills
o Generated Month end bills, reconciling, evaluating, reviewing and distribution of customer bills/invoices
o Set up customer’s account in to the billing system & scheduling service team upon request
o Monitoring & reconciling of daily payment posting on system (TV & Internet)
o Compiling of relevant daily and month end reports & reporting back to Managers on revenue/billing reports (TV & Internet)
o Supporting front desk staff members on billing queries and complaints
o Front Line support on help desk phone to deal with critical complaints relating to bills
o Liaise with Finance & CFO for crediting accounts with approval on a timely manner for customer disputes.

December 2007: Transition from Tonfon Group of Companies (Shoreline Communications) to Digicel Tonga Limited (Pre-sign up of employee contract on the transition from Tonfon [Shoreline Communications Tonga] to Digicel Tonga Limited)
December 2007 – May 2017 [Employment dates with Digicel Tonga Limited]
- Continued role as a Customer Service Billing Supervisor on the transition from Tonfon Group of Companies to Digicel Tonga Limited.

May 2008 - Aug 2012 [Digicel Tonga Limited]: Full Time
Customer Care Team Leader
o Report directly to Customer Care Manager/Support Manager
o Monitored all Customer Care Call Center Units
- Customer Care Technical Unit
- Quality Assurance & Training Unit
- Outbound Unit
- Onboard Unit
o Liaised closely with QAT Unit to reassure that all onboard agents are managed effectively when dealing with customer queries and complaints while taking calls onboard.
- Worked alongside with QAT to implement training initiatives to further develop onboard Team performance, products and service knowledge.
- Conducted call calibrations with QAT, monitored score cards and call observations for consistency of performance
- Closely engaged with Customer Care Technical Unit to ensure that critical issues are flagged and resolved in a timely manner, thus enforcing a closer working relationship with IT/Technical to further resolve escalated matters for customers.
- Implement plans and activities to further drive outbound campaigns to introduce various products & services to customers & to collate feedback and information from customers for “service improvement”
- Scheduled Customer Care Department on their weekly shifts to ensure there is sufficient manpower on duty for the Call Center Operation
- Managing the Onboard Team during high peak call volumes & engaging with the CC Team to effectively manage critical issues/complaints.

September 2012 - November 2015: Customer Care Manager (Digicel Tonga Limited): Full Time
December 2015 - May 2017: Customer Care Senior Supervisor (Digicel Tonga Limited): Full Time
o Report directly to Operations Manager / Commercial Director
o Direct & lead the development of Customer Care strategies, business plans, customer care related projects, department KPIs’ and budget management in line with Corporate Care Strategies
o Managing Customer Care department to achieve service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality and customer service standards.
o Resolving customer problems, completing audits, identifying customer service trends, determining system improvements and implementing change.
o Completing and distributing of daily/weekly/month end reports for the Customer Care Call Center. Reports were distributed to Line Managers, CEO & for Company Board reports.
o Effectively managed the operation of the Call Center and all Units within Customer Care
(QAT/CCTech/Outbound & Onboard)
- Enforce weekly/monthly training and refreshers to further enhance - staff products & service knowledge and to provide exceptional customer service.
o Liaised closely with Marketing/IT/Technical and other departments to provide effective customer care support and to help drive promotional and revenue campaigns.
- Managing and monitoring Outbound Campaigns to help drive commercial and revenue initiatives
o Managed Development Plans for the operation of Customer Care Department.