As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests.
This means handling a wide variety of requests. The Customer Service Desk will be single point of contact to create a reactive incident ticket within 15minutes on Email / Chat or Phone call.
As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests. Managing [email protected] mailbox.
Job Description
To provide First Line Support and resolve a high percentage of incoming Support requests calls, Emails and Chat upon the first contact.
To answer incoming calls and record details of fault/request on trouble ticketing tool – a high level of detail and accuracy is required. To appropriately fulfil all requests that come through to the Customer Service Desk.
To follow procedure, maintain documentation and standards and to collate and submit asset information as required.
Assess the business impact of IT Incidents and accurately follow escalation procedures as directed.
Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents.
To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders
Management SLA’s and in providing accurate management information and reports.
To use the Knowledge Base and contribute to keeping it relevant and up to date.
To be fully conversant with Incident Management and CSC SLA’s and supporting documentation.
Any other duties required to meet the SLA’s/KPI’s and Business Objectives of the Customer Service Desk.
Additional Job Description
Additional Job Description
A keen interest in IT and a decent working knowledge of computers and related technology.
A willingness to use initiative and provide a personal service to individual customers if required.
The ability to demonstrate teamwork and being respectful of others.
History within an International Customer Service environment and an excellent level of communication via phone and email.
To be able to learn quickly and calmly manage a workload within a high-pressure environment.
Minimum Requirements:
Experience: 3+ years in similar customer service role supporting international clients
Language: Proficient in English (Written and Verbal)
Education: Degree preferred
Availability to work: Immediate (Preferred)
Shift Flexibility: Should comply with 24/7 schedules
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