Customer Service Analyst

Job description

about the role

The Customer Service Analyst ensures good customer service relationship for the client networking and telecommunication products within his/her perimeter in accordance with the company's procedures and with a constant concern for customer satisfaction.

Act as point of entry for all inbound first level support calls/emails, he/she provides a professional first technical point of contact for the customer and gives an exceptional customer experience and satisfaction.

 

Overall description :

Handle high volume of incoming calls from customers/technicians on perimeters :DHD, SAV FBO, SAV CCS, ESC / OCB, GUV & SCEF.
To create and update tickets from customer incoming mails for perimeters  SAV FBO, SAV CCS, ESC / OCB, GUV & SCEF
Provide first class initial support for all end user service requests relating to the business and IT environment
Ensure effective management of issues raised through calls, emails, self - service and face to face and handle the resulting incidents
To carry out a Level 1 investigation for either incident resolution, service provisioning or end user assistance
To ensure excellent Customer service at all point in time.
To keep the customers and interfaces up to date on the evolution of the requests until complete resolution or delivery

about you

Excellent communication skills both written and spoken, English and French
Excellent customer facing and communication skills are required
Team work, use of a team approach to solve problems when appropriate and ‘can do’ attitude are essentials
Ability to build relationships with peers and management levels and customers.
Proactive, self-motivated and determined attitude.
Ability to work under pressure & multi-task
Results orientated, problem solving skills and willingness to learn and expand knowledge
Problem analysis and problem solving
Good networking/communications background or ability to learn quickly and understand basic network connectivity and System infrastructure.
Experience in one or more of the following would be an advantage : Network, Firewall, Security, Web Hosting, LAN/WAN topologies and protocols, IP Telephony.

additional information

Able to cover Flexible working hours/shift patterns as and when required  (24*7).

department

Customer Services & Operations

contract

Regular