Customer care representativeSan Miguel Corporation

Project Details:
To provide call center services to support traffic management
To provides a single point of contact for toll road users
To maximize available manpower and other resources
To standardize the service level provision
Tasks, Duties & Responsibilities:
Inbound
Traffic Situation Inquiry
E-Pass Concerns
Motorist Emergency Assistance
Outbound
E-Pass Concerns
Callback to motorists (specific incidents)
E-Mail
Post Incidents
Status Updates
Feedback, Comments and Suggestions
Monitor Status of Tickets
Forwards/escalates any other concerns to Level 2 of Traffic Management Group via internal email.
Closes ticket when actions are complete or done.
Ticketing System
Ensures that all calls are being logged in the Ticketing System for proper tagging and reporting.
San Miguel Corporation