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EAS Service Desk Officer

2 months ago

Lagos, Lagos, Nigeria Hausba Smarthomes Limited Full time

The EAS Service Desk Officer plays a critical role in providing exceptional customer experiences. Key responsibilities include monitoring and managing inbound requests, proactively monitoring customer systems, and resolving customer enquiries using first-level support.

The ideal candidate will possess strong communication skills, a keen attention to detail, and the ability to make independent decisions to solve problems.

Responsibilities:

  • Adhere to established Service Level Agreements for all inbound call responses.
  • Open, follow, and close tickets for all inbound calls.
  • Provide first-level triage resolution to customer challenges.
  • Proactively monitor customer systems and resolve enquiries using first-level support.
  • Manage, assess, and prioritize customer requests.
  • Keep accurate and up-to-date records of all inbound and outbound enquiries.
  • Monitor the status of all support service requests.
  • Track assigned and escalated customer requests and support services.
  • Act as a single point of contact for the business.
  • Collate feedback from customers.
  • Test monitoring station communications equipment and backup systems.
  • Manage warranty and contract services.
  • Develop and publish knowledge base articles, including troubleshooting guides and issue resolution steps.
  • Complete assigned duties as requested.

Qualifications:

  • Diploma or Bachelor's degree in Business Administration, Communication, Hospitality, or related field.
  • 2-3 years in customer service or teleservice roles.
  • Proven experience in customer service or sales, preferably within the technology or hospitality industry.
  • Technical proficiency with the company's product range.
  • Excellent problem-solving abilities and a customer-oriented approach.
  • Good technical knowledge of modern smart home technologies and related hospitality solutions.
  • Excellent verbal communication and interpersonal skills.
  • Strong attention to detail.
  • Proficient knowledge of relevant ERP software and telephone systems.
  • Strong ability to make independent decisions to solve problems.
  • Excellent audio and visual abilities.
  • Advanced data management and analytical skills.

The company offers a dynamic work environment and opportunities for professional growth and development.