Job Description (JD)
| Nama Program | Inbound Customer Engagement Operations [IT-100-2:2013] |
|---|---|
| Kod CU | IT-100-2:2013-C01 |
| Competency | Core |
| Tajuk CU | INBOUND PROCESS MANAGEMENT |
| Penerangan CU | This Competency Unit title describes the competency in inbound process management. He / She is responsible in adhering to the processes in complying the contact centre operations and to know the type of process in the inbound activity to identify the customer’s information and behaviors in order to interact and respond to customer’s queries, basic troubleshoot and requests. The person who is competent in this CU shall be able to collect Information with proper opening conversation, perform customer retrieve system information, probe customer issue, perform recommendation solution to customer & perform strategic follow ups with average handling time. The outcome of this CU is the Customer Engagement Professional enables to perform daily inbound communication effectively and manage the customer experience positively. |
| Tempoh Latihan | 54 |
| Objektif Pembelajaran | The person who is competent in this CU shall be able to to manage the inbound process by performing daily inbound communication effectively and manage the customer experience positively. Upon completion of this competency units, trainees will be able to :- 1. Gather information with proper opening conversation 2. Perform customer retrieve system information 3. Probe customer issue 4. Recommend solution to customer 5. Perform strategic follow up with Average Handling Time |
| Pra-Syarat | 0 |