Job Duties & Responsibilities:
1. Handling inbound queries and escalation.
2. Solve customer technical issues remotely or on-site. Ensure customers satisfaction with follow ups by visit and calls.
3. Create and maintain customer loyalty by serving customers above and beyond to meet customer requirements.
4. Respond to customer enquiries relating to information and handling calls and resolving as many queries as possible on the first interaction
5. Track enquiries resolution progress proactively call customers with status update or resolution if queries cannot be resolved on initial interaction.
6. Identify and escalate problems affecting a number of customers or influencing the timely resolution of customer’s enquiry. This would include escalation to team lead, sales or other technical departments and groups as appropriate.
7. Engagements in additional projects or areas of responsibility that will improve the team’s performance.
8. Proactively contribute to the sub-ordinates and achieve the teams and department’s goal.
9. Other Responsibilities as assigned by the team lead/supervisors or HOD’s.
10. Enable essentials alteration to develop enterprise customer support and monitoring system.
Skills and Knowledge:
