Ops Support Executive, Service Desk

POSITION SUMMARY

1. The 1st Level Support is required to provide 1st point of contact for customers and provide excellent customer service to address their inquiries, concerns, or complaints.

SECTION B: KEY RESPONSIBILITIES AND RESULTS 1. Answering incoming calls and making outbound calls to customers.

2. Manage incoming emails.

3. Provide Live-Chat support.

4. Listening attentively to customers and understanding their needs to provide appropriate solutions or assistance.

5. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

6. Providing exceptional customer service by addressing customer needs and concerns promptly and professionally.

7. Ensuring accurate and complete documentation of customer interactions and transactions in the system.

8. Keeping up-to-date with product knowledge, policies, and processes to provide accurate and relevant information to customers.