Customer service representative Gender: Females only (Responsibilities):- } A central point of contact between service provider (IT-Fusion) and customer } Respond to customers via telephone/email/JIRA / Service desk for services and products that IT fusion provides } Diagnose customers problems } Keeping customers up to date at all times } Answering customers questions } Receive issues/incident } Record sufficient information about the issue/incident. } Pend non-descriptive issues/incident , giving feedback to customer } Assign 2nd line support based on work load balancing } If issue/incident is a change request, assign directly to TL. } Coordinate issues/incident resolution and track to closure. } Communicate issue/incident status with customer continuously (communication with customer should be logged in work log). } Validate issue/incident resolution with customer continuously. } In case of satisfactory resolution, close issue/incident. } Otherwise reopen & reassign. } Follow escalation mechanism as per escalation matrix. } Give training to the client. } Write user manual for the system and maintains its updates. Required skills } Previous Helpdesk (customer service) experience ( 3 years at least) } Strong working knowledge of IT services } Product Knowledge (Preferred) } Quality Focus } Market Knowledge & Documentation Skills } Excellent telephone manner } Very good English – both written and verbal } Excellent communication skills both written and verbal } Proactive nature and good initiative with the ability to solve problems } Empathetic attitude with the ability to build excellent rapport with customers } Calmness under pressure } Ability to test importance and validate urgency } Ability to set customer expectation } Rapid responsiveness to calls /mails } Representative ,organized ,Listening, Resolving Conflict, Analyzing Information & Multi-tasking } Good time management and priority Interested applicants shall send their CVs on [email protected] quoting Customer service representative in the Email Subject.
Posted on: Tue, 25 Nov 2014 22:28:58 +0000
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