
Delivering Exceptional Customer Experience
15 hours ago
This role requires a professional who can deliver exceptional customer service and technical support.
Key Responsibilities:- Efficiently handle escalated calls from the support team.
- Resolve tickets within agreed service level agreements (SLAs).
- Maintain high-quality standards, adhere to regulatory requirements, and follow company policies.
- Ensure positive customer experience and satisfaction through defined resolution rates and average handling times.
- Update worklogs, follow shift procedures, and ensure compliance with escalation processes.
- Manage all queues efficiently and aim for case closure.
Additionally, this position demands excellent communication skills with international voice support experience. Practical knowledge of mobility-related applications and desktop/general system-related issues is also necessary. Proficiency in troubleshooting Outlook, VPN, Citrix, and VDI-related issues is required. In-depth understanding of Microsoft Office/Office 365 is essential.
A background in telecommunications will be advantageous.
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