Full Job Description

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.

PLUS Malaysia Berhad (PMB) was incorporated on 29 November 2010 and is involved in investment holding.

On 29 November 2011, PLUS completed the acquisition of PLUS Expressways Berhad's (PEB) assets and liabilities. Pursuant there to, PMB became the holding company of Projek Lebuhraya Utara-Selatan Berhad, Expressway Lingkaran Tengah Sdn Bhd (ELITE), Linkedua (Malaysia) Berhad (Linkedua), Konsortium Lebuh Raya Butterworth-Kulim (KLBK) Sdn Bhd(KLBK), TERAS Teknologi Sdn Bhd (Teras), PLUS Helicopter Services Sdn Bhd (PHS) and the substantial shareholder of Touch 'n Go Sdn Bhd. In addition, PMB has also acquired Penang Bridge SdnBhd (PBSB) from UEM Builders Berhad.

As part of the corporate exercise, Projek Lebuhraya Usahasama Berhad, a wholly-owned subsidiary of PMB, was incorporated on 27 July 2011 to undertake the consolidation of all highway concessionaires acquired under a single entity. The acquisition of all five highway concession assets was completed on 12 January 2012.

With the completion of the acquisition, PMB is the largest toll expressway operator in Malaysia and one of the largest in South East Asia.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5

Plus Malaysia Berhad

2 Kerja Kosong

Penapis

Susun mengikut

Jenis Pekerjaan

Pendidikan

Gaji