44 hours / week
Monday – Friday: 8AM – 8PM, 8 hours with staggered shift
Saturdays: 8AM – 2PM, 4 hours with staggered shift
Roles & Responsibilities:
Log and track customer system problems, incidents, issues, requests and queries.
Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Primary responsibilities are focused on communication with users to update them on issue status, managing customer satisfaction surveys and tracking of contractual SLAs and KPIs for system problems and IAs.
Must have at least 1-2 years of experience in call centre customer service environment.
Open to candidate who has good communication and presentation skills.
Hands on experience in Service Desk and Customer Service Management.
Good written and verbal communication skills.
Able to multi-task, take initiative and work independently with multiple stakeholders.
Willing to learn and adapt.