Job Description

  Service Desk 

• Respond to email regards to change & incident for customers seeking assistance within stipulated SLA
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Escalate / Route emails for approval; obtain approval on timely manner.
• Become familiar with helpdesk policies; determination tables and services
• Correctly assigning of ticket to the responsible team; and chase for ticket closures upon implementation.
• Provide daily, weekly and monthly performance reports to support team, clients and management.
• Monitoring the Solar wind system and report any abnormalities immediately
• Monitoring Nexmo SMS balance

Customer Service  

• Creating Performance Report 
• Generating weekly reports on timely manner - ACS reports, other reports
• Conduct half yearly Customer Sat Survey
• Prepare Service Review material

Procurement 

• Release payment request for recurring billing for monthly, quarterly & yearly basis from receipt of GRN - 
• Generate Shopping Card - Purchase Request 
• Generate Purchase Order (PO) for customers.
• Vendor details maintenance

Sales Force 

• To input all billed items and RFS to Sales force before month end.

Job Requirements

• Degree holder, fresh Graduates are encouraged to apply
• Good communication skills in English and other languages is a plus
• Experience in a customer service industry/call center customer handling is an advantage
• Good interpersonal skills and customer interface skills – both on the phone and in person with customers and colleagues
• Ability to give specific and clear instructions and problem-solving advice
• Good personal time management and task organization
• Ability to work well in a team and in a target oriented environment

Skills