Role Summary
We are seeking a dedicated individual to support customer service and operational functions. The role involves managing inquiries, coordinating issue resolution, and ensuring service delivery meets established standards and timelines.
Key Responsibilities
- Serve as the primary point of contact for inquiries and issues from internal and external stakeholders.
- Ensure client and stakeholder satisfaction by meeting deliverable requirements, service levels, and performance targets.
- Coordinate with internal teams to minimize rework and ensure efficient resolution of issues.
- Provide backup support during contingency situations to maintain continuity of operations.
- Monitor and review ticket updates from Level 2 support teams, ensuring timely follow-ups and resolution in line with SLA requirements.
- Prepare ad-hoc reports by gathering, interpreting, and analyzing data to support decision-making and process improvements.
- Perform general administrative and operational support tasks as required.
Requirements
- Diploma or Degree in any discipline.
- Prior experience in customer service, helpdesk, or operations support is advantageous.
- Strong communication and coordination skills.
- Ability to manage multiple tasks and follow up effectively within timelines.
- Basic analytical skills with proficiency in Microsoft Office tools (e.g., Excel, Word).
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