- Answer all inbound calls in an efficient and professional manner in order to provide the proper response and solution to the clients’ enquiries/ complaints.
- Develop, maintain and update clients’ files and log all the calls on the system to safeguard fast retrieval of information when needed.
- Follow up on clients’ calls and enquiries where necessary in order to maintain high levels of customer satisfaction.
- Maintain information on the latest updates and changes in the client’s system in order to provide accurate information and high-quality services to Company clients.
- Identify high critical client issues and transfer them to the Team Leader - Service Desk in order to take proper action.
- Identify high technical client issues and transfer them to the Concerned Department.
- Update the Team Leader or manager - Service Desk on work progress, pending tasks, complaints and incidents in order to ensure all clients’ requests are resolved in a professional and timely manner.
- Record all planned / unplanned Incidents including the areas affected and down time while finding the proper solution for the cause behind these outages.
- Perform other duties related to the job as assigned by the Direct Manager.
Skills
Good command in English and Arabic