Job Description

OverviewTo service internal and external customers with superior customer care, service excellence and administrative support . Fast paced environment which requires quick responses to high volume multi tasked contacts with customers, not limited to email interactions, social media posts, inbound/outbound calls, and walk-in escalations.ResponsibilitiesSupport Desk Services:

• Assist and resolve customer enquiries and/or complaints and identify issues through root-cause analysis.
• Deliver effective and accurate solutions to incoming customer or client enquiries by providing customer and product support as per SLA.
• Timely, effectively, and proactive handling of customer enquiries to resolve client requests, ensure customer satisfaction and prevent customer complaints.
• Management of shared mailbox as per company standards, requirements and set policy.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved matters to a higher level of support
• Provide weekly feedback reports.

Provide handover support between PMO and Service delivery.

• Camera view signoffs
• Electrical provider camera view signoffs
• Analytics configurations

Customer onboarding and audits

• Vet of new customers
• Manage customer welcome and onboarding and induction.
• Capturing of vetting document
• Verify users and users gradings.
• Ensure that required users have access to related platforms.
• Ensure organization has access to related platforms.
• Conduct monthly audits across data base and platforms and provide feedback report.

Qualifications

• Grade 12 or suitable equivalent
• Relevant tertiary qualification in business or service-related field would be beneficial.

Skills

• Knowledge and/or experience in customer interfacing environment or first line support.
• Ability to deal with various types of customers or clients and enquiries, as well as complaint handling.
• Ability to interpret first line technical information/ specifications correctly.

Level-Up