Job Description
About the Role
Focus Global is dedicated to bringing the world’s top global brands to Southeast Asian homes. We take pride in being a true marketing company by employing extensive marketing tools and by investing and experimenting in new technology to help us regularly rethink and re‑imagine the consumer retail experience. We promote a culture of growth, creativity, and excellence through our brands and through our people.
Key Responsibilities
- Provide onsite or online technical support to field technicians and customer service team
- Review service reports and schedule follow up calls if necessary
- Ensure timely response to clients’ requests and complaints via telephone or email
- Identify key product and service issues and elevate to the Service Manager or brand principals if necessary.
- Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.
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