Service Desk Associate Alabang Site

Responsibilities

Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organizations and clients SOPs thereby ensuring customer satisfaction

Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.

Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.am and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organizations and clients SOPs thereby ensuring customer satisfaction

Performs research or due diligence to resolve issues, educate clients, and promote clients products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.

Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation

Adhere to program specific processes, policies & procedures

Perform assigned tasks and ad-hocs based on business need