Job Description

• Prepare and send daily work order status report to Field Contractors.
• Review daily system generated assignment report and take corrective actions to ensure work order is allocated to the appropriate field team.
• Manually send the assignment excel report to Vendors and Hub Tropper Leads if portal (BOB or Partner portal) is down.
• Manually generate activities from system if excel report is not received.
• Receive daily report and make system changes to align NGNBN parameters between StarHub and Nucleus Connect  
• Perform daily backup of assignment details for Business Continuity Purpose.
• Review daily requests from frontliners for force-in appointments and provide approval where applicable.
• Extract SAP details from internal system and prepare summary and details to Field Contractors and Logistics. 
• Check and verify on the return of SAP delivery orders from Field Team.
• Process BOB Failed Activity Report and ensure closure for all cases with accuracy and within agreed SLA.
• Track and close e-Manual/hardcopy Work Orders that are submitted by Field Technicians with accuracy and within agreed SLA.
• Track and liaise on all manual Work Order closing cases that are escalated to respective “upstream” team to get closure with the work order. 
• Process and follow-up to resolve Inventory issues related to work order closing.
• Investigate and follow-up with responsibly party to resolve “no ready tick” cases. 
• Always adhere to system and process compliance to prevent errors which will lead to poor customer experience.
• Perform other duties as and when assigned by Supervisor.
• Perform housekeeping within own work area. 
• Observe office discipline, rules, and regulations. 
• Provide continuous feedback/suggestions to Supervisor/Management to improving work 

Qualifications

• GCE ‘N’/ ‘O’/’A’ levels, ITE or Diploma holders with a min of 1 year working experience 
• Familiar with MS Office 
• Meticulous and able to work independently 
• Able to work in a fast-paced environment 
• Strong Interpersonal and communication skills.
• Good in English writing and comprehension skills.
• Able to comply with established guidelines, procedures, and performance standards
• Able to work rotating shifts, on weekends, public holidays, and overtime, with rostered off days 
• Previous experience in a call centre environment would be an advantage.
• Customer focused with a good problem-solving mind and an eye for details