Job Summary: To log, validate and diagnose customer issues, on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.
Job Description - Answer contacts promptly and professionally
- Log/Validate all contacts Call Handling Database
- Resolve a high percentage of customer problems using the relevant tools and systems
- Manage end to end all calls logged, providing regular updates to customers on call status
- Have the necessary soft skills and shall be continually assessed to achieve the best interpersonal and strong communication and listening skills in handling the In-Scope Institutions end users.
- Conduct point of service surveys of the In-Scope Institutions end users immediately after they have used the Service Desk.
- Complete follow-on actions as appropriate
- Invoke Escalation Procedures within defined time frames
- Adhere to account Policies & Procedures
- Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Observe strict compliance to licensing, copyright and trademark legislation
- Accomplish other duties as required
- Adhere to all DXC Policies & Procedures Including Security and SOBC
Requirements - Candidate should have at least TWO (2) years relevant experience in call handling
- The suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft operating systems and applications.
- Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.
- Ability to communicate at all levels, both technically and non-technically
- Professional & confident
- Good time management skills
- Excellent communication (written and oral) and listening skills
- Ability to perform well as part of a team under direct supervision
- Strong customer focus with prior experience in a customer service role
- Strong interpersonal skills
- Analytical and diagnostic skills
- Desire to work in a rapidly changing environment
- Demonstrated ability to prioritize tasks and work under pressure
- Demonstrated ability to actively participate and work within a team
- Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
- Ability to comprehend and uphold DXC Policies and Procedures
- Adherence to 24 X 7 roster
