Senior Representative
1 month ago
SHL is a leading provider of assessment and talent measurement solutions to organizations worldwide. Our mission is to help businesses realize the value and potential of their people.
Job Summary:
We are seeking a highly skilled and motivated Senior Representative to join our team. As a Senior Representative, you will be responsible for providing first-line technical support to our customers and candidates, resolving issues on a first-contact basis wherever possible. You will also be responsible for delivering a high level of customer service at all times and presenting a consistent 'face of SHL' to our customers on a global basis.
Key Responsibilities:
• Provide effective technical support in response to emails, chat, and occasional inbound calls in accordance with departmental SLAs and to the agreed quality standards.
• Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Teams using the internal ticketing system and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed.
• Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues.
• Responsible for updating CRM in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact.
• Support SHL Technology teams in the testing of online products.
• Perform Outbound courtesy calls to Customers as required.
• Maintain system knowledge through ongoing training & Development.
• Provide UAT testing where required.
• Generate ideas to improve processes within the GCSC.
• Carry out other duties as instructed by your line manager or Team Leader.
• Ability to manage integrated clients and suppliers and understand the different technologies that exist.
Requirements:
• Excellent written and communication skills.
• Ability to work under pressure and deliver results.
• Ability to work to agreed targets.
• Support SHL Technology teams in the testing of online product.
• Good Technical know-how and how to fix software issues on PC, Laptops, and Mobiles.
• Good Knowledge of Windows operating system plus skills in word, excel & internet related issue.
What We Offer:
• Competitive salary and bonus structure.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
Eligibility:
• Graduate and engineering degree holders are eligible to apply.
• 2-3 years of experience in a similar role is preferred.
How to Apply:
Interested candidates can submit their applications through our website. We look forward to hearing from you
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