EAS Service Desk Officer
2 weeks ago
As a key member of the EAS team, you will be responsible for delivering exceptional customer service and support to our clients.
Key Responsibilities:
- Manage Inbound Requests: Analyze customer inquiries, determine cause of action, and respond efficiently.
- Open, Follow and Close Tickets: Expedite resolution of customer challenges through first-level triage.
- Proactively Monitor Customer Systems: Resolve customer enquiries using first-level support, ensuring seamless service delivery.
- Manage and Prioritize Customer Requests: Assess, manage, and prioritize customer requests to meet service level agreements.
- Record and Track Customer Interactions: Maintain accurate records of inbound and outbound enquiries, and track assigned and escalated customer requests.
- Communicate with Customers: Act as a single point of contact for the business, providing prompt and effective communication.
- Develop and Publish Knowledge Content: Create a minimum of two knowledgebase articles per week, including troubleshooting guides, issue resolution steps, FAQs, and system user guides.
- Perform Routine Maintenance and Troubleshooting: Routinely test monitoring station communications equipment and backup systems to ensure uninterrupted service.
- Manage Warranty and Contract Services: Oversee warranty and contract services, ensuring timely and effective resolution.
Requirements:
- Degree and Experience: Diploma or Bachelor's degree in Business Administration, Communication, Hospitality, or related field, and 2-3 years in customer service/teleservice roles.
- Technical Proficiency: Proven experience in customer service or sales, preferably within the technology or hospitality industry, and technical proficiency with HAUSBA's product range.
- Problem-Solving and Communication Skills: Excellent problem-solving abilities, a customer-oriented approach, and strong verbal communication and interpersonal skills.
- Attention to Detail: Strong attention to detail and proficiency in relevant ERP software and telephone systems.
- Decision-Making and Analytical Skills: Ability to make on the spot, independent decisions to solve problems, and advanced data management and analytical skills.
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