Job Description

• Act as a first level escalation point of contact for Customers, Internal and external stake holders. and document/track the related incidents to the knowledge base in our systems;
• Manage tickets in the online system’s queue, maintain on-going communication (outbound, inbound contact channels) with our customers;
• Follow up with the Ticket Operation Teams to confirm raised incident tickets are driven at the right track and aim to restore the service within the Mean Time to Repair (MTTR);
• Work in 24x7 rotating shifts which involve day, afternoon and also night shifts shuffled on a monthly or cycle-defined basis;
• Comply with the KPIs (average handling time, calls handled, service level, attendance, schedule adherence, productivity, CSAT, NPS, among others) set by the management.
• Work on ad-hoc tasks or new duties assigned by the Senior management according to the business needs (where necessary);
• Provide information to the Customer regarding the current status or resolution of the reported trouble in accordance with procedures;
• Provide alternate solutions to resolve issues outside normal guidelines and procedures



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