IT Helpdesk (Immediate Hiring/2-weeks notice)

A Call Center Agent is responsible for handling customer inquiries, resolving issues, and providing exceptional service through various communication channels.

Job Descriptions

1. First point of contact: Acting as the initial point of contact for employees and customers experiencing IT issues.
2. Customer Interaction: Handle inbound and outbound calls, addressing customer inquiries, complaints, and providing information about products or services.
3. Problem Resolution: Actively listen to customers, identify their needs, and provide effective solutions to ensure customer satisfaction.
4. Record Keeping: Maintain accurate records of customer interactions, transactions, comments, and complaints in the company’s database.
5. Follow-Up: Ensure timely follow-up on customer issues and inquiries and escalate unresolved issues to appropriate departments when necessary.
6. Team Collaboration: Work closely with team members and supervisors to improve service delivery and customer experience.
7. Ownership: Taking ownership for incidents and service request.
8. Reporting: Perform daily, weekly and monthly reporting as when required.
9. Trend: Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.

Required Skills and Qualifications

• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and team members.
• Customer Service Orientation: A strong commitment to providing high-quality customer service and maintaining a positive company image.
• Technical Proficiency: Familiarity with CRM software and basic computer skills to manage customer information and inquiries.
• Problem Solving Skills: Ability to think critically and resolve issues efficiently while maintaining a calm demeanor.
• Excellent judgement and decision-making ability.
• Excellent coordination skills managing complex investigations or incidents.
• Structured, independent and self-reliant culture of working.
• Responsible, pro-active, reliable and trustworthy character.

Education and Experience

• A degree/diploma in related IT background required; additional education or experience in customer service is preferred.
• Previous minimum of 3 years' experience in a call center or customer service role
• ITIL v4 certified. Other certification is an advantageous.