Job Description
Responsible for:
Responsible for providing excellent customer service to all clients of Sky TV, answer phone calls for all queries.
Customer Experience
- Receive inbound and/or place outbound calls
- Provide accurate and timely responses for inquiries coming through email and live chat support channels
- Perform data and research functions
- Provide support through known basic troubleshooting techniques
- Manage and resolve customer complaints
- Identify and escalate priority issues
- Route calls to the appropriate resource, when necessary
- Document all information on customer interaction according to standard operating procedures
- Always strive for Good Customer Satisfaction and Experience
- Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
- Ensure consistent performance based on a continuous improvement model
- Ensure that all Login and Passwords (both Internal & External) are kept confidential
- Participate in all Internal and External mandated training and/or seminars.
- Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.
- Maintain knowledge of functional areas and company policies and procedures.
- Provide feedback to management concerning possible problems or areas of improvement.
- Perform other duties as assigned by management.
Key Skills And Capabilities
- With Excellent English Communication (Oral and Written)
- Experience on the phone, email, and live chat support
- Has strong verbal and written communication and comprehension skills
- Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
- Resourceful, able to multitask, and has a high attention to details
- Self-motivated and able to work independently as well as contribute to cross-functional and global teams
- Flexible and has the ability to quickly adjust to frequent process and information changes
- Can work under pressure
- Assists end-users in resolving technical issues by providing guidance to resolution on software and hardware with a sense of urgency.
- Follow and understand all support methods and procedures to accurately log all issues using the incident/ticket management tracking system.
- Assess end-user support needs and meet service level agreements by quickly resolving issues.
- Troubleshoot recurring issues and be able to research, identify and communicate the root cause.
- Define and classify the level, priority, and nature of the problem, request, and/or issue. If unable to diagnose a problem, escalate the problem to the appropriate team.
- Assume ticket ownership through tracking and closing trouble tickets to maintain customer satisfaction, KPIs, and SLA.
- Provide administration, guidance, and personalized end-user assistance for hardware devices, software, mobile, printers, audio & video technology, and networks.
- Resolve issues related to digital support.
