Deskripsi Pekerjaan

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