JOB DESCRIPTION
Under the Customer Support Manager’s supervision, this role ensures the service desk team meets agreed service levels, builds relationships with internal and external customers, manages service performance, and suggests improvements for total customer satisfaction.
- Monitors SD requests through email and phone and updates the schedule board.
- Logs and coordinates engineers’ schedules with clients and partners, ensuring proper documentation.
- Records petty cash reimbursements and ensures the Service Desk team meets the agreed SLA.
- Acts as reliever for absent Service Desk Specialists and monitors the services mailbox, transferring emails to designated folders as needed.
- Serves as the first level of escalation for customer issues and concerns.
- Conducts performance evaluations for staff under his supervision, provides continuous feedback, and takes action to recognize achievements and address deficiencies.
- Ensures the team compliance with company policies and issues appropriate disciplinary actions when necessary.
- Performs other duties that may be assigned from time to time.
JOB SPECIFICATIONS
- Graduate of any 4-year course
- Must have at least 1-2 years experience in managing a team
- Excellent communication skills, both oral and written
- Good organizational and interpersonal skills
- Basic computer knowledge in MS Office applications (Word, Excel and Powerpoint)
