JOB DETAILS

JOB DETAILJob Details

- Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

- Documents actions taken to resolve enquiries.

- Takes ownership for documenting, and monitoring adherence to all account related processes.

- Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

- Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

- Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

REQUIRED WORK EXPERIENCERequired

- Must have good English(spoken + written) capabilities.

- Must be willing to work on shift or flexible to changes in work time.

- All candidates should possess basic IT Knowledge, with at least 1-2 years’ experience working in a Service Desk Environment

- Preferable with ITIL foundation certification, if not it is still fine.

- Able to handle multiple task and process work in a timely manne.