- Department
- Operations
- Education
- Bachelor
- Source
- Freshteam
Description
We are hiring a Customer Service Analyst to maintain a positive, empathetic, and professional attitude toward work and customers throughout various channels.
Responsibilities:
Responsibilities:
● Maintain and enhance customer satisfaction throughout the life-cycle of service desk interactions
● Manage customer expectations e.g. defined in service level agreements
● Provide appropriate support to resolve or assist in the resolution of service desk issues
● Document customers’ issues accurately and consistently
● Maintain appropriate product and services knowledge
● Share knowledge
● Be aware of the IT organization’s strategic aims, policies, processes, and procedures in order to ensure that customers receive consistent messages
● Communicate effectively with all stakeholders
● Adhere and contribute to the service desk’s processes and procedures
● Be aware of appropriate societal and environmental issues and responsibilities that relate to the service desk
● Have an understanding of both your organization’s and your customer's business
● Produce reports on service desk activities and send them to management.
● Produce user guides for IT services for clients’ use.
Skills Required
● Manage customer expectations e.g. defined in service level agreements
● Provide appropriate support to resolve or assist in the resolution of service desk issues
● Document customers’ issues accurately and consistently
● Maintain appropriate product and services knowledge
● Share knowledge
● Be aware of the IT organization’s strategic aims, policies, processes, and procedures in order to ensure that customers receive consistent messages
● Communicate effectively with all stakeholders
● Adhere and contribute to the service desk’s processes and procedures
● Be aware of appropriate societal and environmental issues and responsibilities that relate to the service desk
● Have an understanding of both your organization’s and your customer's business
● Produce reports on service desk activities and send them to management.
● Produce user guides for IT services for clients’ use.
Skills Required
- Minimum of Bachelor's Degree (2.1)
● Verbal and Non-verbal Communication Skills
● Listening and Problem Solving Skills
● Conflict Resolution and Negotiation Skills
● Contact Management Skills - Tech Savvy and Dynamic Skills
Skills
Negotiation
