We are hiring a Customer Service Analyst to maintain a positive, empathetic, and professional attitude toward work and customers throughout various channels.
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
-
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