Senior Associate Engineer (Customer service & Coordination) - #1167202

About the role

Support the Residential Service Provisioning team by managing fibre service provisioning, customer enquiries, case management, and technical escalations to ensure timely service fulfilment within QoS standards. The role also supports AI CRM operations, handling complex cases requiring human intervention and coordinating with internal stakeholders to ensure service excellence.

Key responsibilities

• Manage end-to-end residential fibre provisioning from order receipt to service completion

• Coordinate contractors and monitor job progress to ensure timely fulfilment within QoS standards

• Resolve operational issues affecting service delivery

• Handle customer enquiries, complaints and service requests via phone, email, chat, CRM and digital channels

• Manage assigned cases from receipt to closure with proper documentation and timely updates

• Resolve escalated or complex cases with a focus on service recovery and customer satisfaction

• Review AI CRM cases requiring human intervention and determine the appropriate resolution

• Assess and coordinate resolution of provisioning, installation, activation and service-related issues

• Work with internal teams and contractors to investigate root causes and resolve escalations

• Review AI-generated responses to ensure accuracy, compliance and service quality

About you

• Degree, Diploma or Nitec in Engineering, IT, Business, Customer Service or related discipline

• Minimum 2 years' relevant experience in customer service, service operations, technical coordination or telecommunications

• Experience with CRM platforms, AI-enabled customer service tools or digital case management is an advantage

• Knowledge of fibre provisioning or telecom service delivery is preferred

• Proficient in Microsoft Office applications