Officer-VIP & Specialist Services

Area of Responsibilities

Key Activities

VIP Customer Handling

VIP Account Management: Serve as dedicated point of contact for VIP and key account customers across all HBB service needs.

Personalized Service: Deliver tailored, high-touch service interactions that meet premium customer expectations, including proactive outreach and status updates.

Issue Escalation & Priority Resolution: Ensure VIP complaints and service disruptions are escalated appropriately and resolved with priority handling and minimum SLA breach.

• VIP Customer Monitoring: Monitor service quality and experience metrics for VIP accounts; coordinate with technical teams to preempt issues.

Media Case

Media Complaint Handling: Receive, triage, and manage customer complaints that have been escalated through media channels (social media, news outlets, online forums).

Coordination with PR & Communications: Collaborate with the Corporate Communications team to ensure timely and accurate responses to media inquiries related to customer service issues.

Case Documentation: Maintain thorough case documentation for media-related complaints including timeline, resolution steps, and outcome.

• Rapid Response Execution: Execute fast-track resolution actions for media-exposed cases to prevent further brand damage and protect customer trust.

Walk-In Customer Service

Direct Customer Assistance: Handle walk-in customers visiting the service center or operational office, providing direct and professional assistance for service inquiries, complaints, or requests.

Service Request Processing: Process and coordinate walk-in customer service requests including new activations, migrations, technical complaints, and billing inquiries.

• Queue & Experience Management: Manage walk-in queue flow effectively, ensuring minimal wait times and positive service impressions.

Operations

Round-the-Clock Coverage: Ensure availability and responsiveness on a 24-hour, 7-day basis through structured shift scheduling to handle urgent or critical service needs outside of standard business hours.

Incident & Crisis Response: Act as the first responder for after-hours VIP and special customer incidents, coordinating with NOC, technical, and partner teams to achieve resolution.

• Shift Handover & Continuity: Maintain clear and complete handover documentation to ensure seamless service continuity across shifts.

Reporting & Continuous Improvement

Performance Reporting: Prepare regular performance reports on VIP case handling, media cases, walk-in service, and special service metrics for review by AVP CR & Special Service.

Customer Feedback Analysis: Collect and analyze customer feedback from all special service channels to identify recurring issues and improvement opportunities.

SOP Compliance & Improvement: Adhere to established Standard Operating Procedures and actively contribute suggestions to improve service workflows and quality standards.

Qualification:

• Education: A bachelor's degree in business administration, management, marketing, communications, or a related field is often required. Some companies may prefer candidates with a master's degree or relevant certifications.
• Experience: Generally, candidates are expected to have at least 3-5 years of experience in customer service, customer support, or operations management roles. Experience in a leadership or supervisory position, managing teams, and overseeing customer service operations is preferred.
• Customer Service Skills: Strong customer service skills are essential, including excellent communication, interpersonal, and problem-solving abilities. Candidates should demonstrate empathy, patience, and the ability to handle challenging customer interactions effectively.
• Leadership Abilities: Candidates should possess strong leadership qualities, including the ability to motivate, coach, and develop teams. Experience in team management, performance evaluation, and fostering a positive work culture is important.
• Technical Proficiency: Basic proficiency in relevant software applications and tools such as CRM systems, ticketing systems, and Microsoft Office Suite (Word, Excel, PowerPoint) is typically required. Additional technical skills may be necessary depending on the specific job requirements.
• Analytical Skills: Candidates should have the ability to analyze data, interpret metrics, and draw actionable insights to drive operational improvements and enhance the customer experience.
• Organizational Skills: Strong organizational and time management skills are important for effectively managing multiple priorities, meeting deadlines, and delegating tasks within a fast-paced environment.
• Problem-Solving Abilities: Candidates should demonstrate strong problem-solving skills and the ability to make decisions independently to address customer issues and resolve operational challenges.
• Adaptability: The ability to adapt to changing circumstances, learn new technologies, and adjust strategies based on evolving business needs is essential for success in this role.
• Customer Focus: Candidates should have a genuine passion for delivering exceptional customer service and a commitment to meeting or exceeding customer expectations.

Related Experience:

• Customer Service Leadership
• Operations Management
• Cross-functional Collaboration
• Strategic Planning and Execution
• Data Analysis and Insights
• Change Management
• Customer Experience (CX) Focus
• Industry Knowledge

Skills:

• Leadership
• Communication
• Customer Service Expertise
• Problem-Solving
• Analytical Thinking
• Team Management
• Strategic Planning
• Time Management
• Adaptability
• Conflict Resolution
• Technical Proficiency
• Empathy