Customer Service Officer

Full Job Description

• Answer calls coming into the helpdesk
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Direct the customer to articulate the suspected fault through carefully designed questions
• Identify the issue encountered by the customer and open the right support ticket in the system
• Determine the solution based on the issue and details provided by customers
• Understand the required skills and knowledge to resolve client's issue
• Coordinate with maintenance support team to resolve clients' concern
• Arrange appointment with the client for follow up
• Monitor and follow up on all outstanding support ticket
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Preparation of reports
• Identify and suggest possible improvements on procedures
• Monitor and respond to all incoming security signals in accordance to established procedures
• Candidates with Customer Service or helpdesk background are preferred