Description
Act as the first point of customer contact and perform remedial/administration functions to ensure an optimal customer experience
Core responsibilities:
- Process customer calls and emails; act as the face of IT and point of reference for client technology issues
- Log incidents, taking ownership to ensure timely diagnosis and resolution or escalation to support groups to minimise service interruptions
- Provide clear and regular communication of status to all stakeholders
- Administer the high severity incident notification process - issue timely SMS and email updates
- Log and process client requests
- Maintain effective communication channels with clients to ensure consistently high levels of customer satisfaction (90%+)
- Contribute to the identification of procedural and operational inefficiencies and assist in the development of new or revised procedures
- Participate in the testing and implementation of quality systems and products
- Maintain the Service Desk Knowledge Base articles
- Provide accurate and timely SLA and management reporting
- Identify systemic issues and suggest options to reduce repeat calls
Mandatory:
- Excellent communications and customer service skills
- Experience in a call centre environment, preferably in IT industry
Desirable:
- Tertiary qualification in IT or finance
- Experience in the Technology industry
- Experience working in Financial Services industry
- ITIL foundation certificate