JOB SUMMARY
To provide L1 (level 1) support to customer service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives. ▪ The Customer Success Executive role is responsible for promoting the values of the group: A.S.K.
A – Accuracy ▪ S – Speed ▪ K – Knowledge
KEY RESPONSIBILITIES
Customer Service Management
- Responsible for understanding the customer’s requests to achieve a satisfying outcome.
- Owns an issue until a new owner has been found or the problem has been mitigated or resolved.
- Collaborate with all stakeholders to ensure an increase in the percentage resolution of issues received from our Key Account Partners in line with the revised SLAs for the various issue categories.
- Conduct Service audits/investigations for service failures/escalations and ensure service recovery where necessary.
- Assist the Customer Support teams in the resolution of long-standing issues via appropriate engagement with Subject matter Experts.
- Attend external meetings as required
Broad Product/Service Understanding
- He/she must understand how we render the services to the customer to ensure resolution is complete.
- He/she must keep abreast of changes to existing services and processes via the knowledge base platform.
- Will attend product design meetings in lieu of the team lead.
- Conduct internal & external customer surveys to receive feedback geared towards excellent customer experience.
Continual Service Improvement
- It’s about learning from what has worked and what has not and being opened to ‘smarter’ ways of working.
- Championing specific activities to improve team’s or customer’s processes.
- Conduct Root Cause Analysis (RSA) to identify customer pain points that result to a significant
- increase in complaints while ensuring all observed bottlenecks are addressed for service/process improvement purposes.
Performance Management
- Responsible for delivering weekly/monthly Issues resolution Reports for all Key accounts customers and relevant internal stakeholders.
EDUCATION & EXPERIENCE
Academic Qualification(s): A first degree related to information technology and/or equivalent experience.
Experience (Number of relevant years): 2- 4 years relevant experience within a technology environment, ideally a service desk or trouble-shooter role.
Professional Qualification(s): ITIL V3 Foundation Certification. Other qualifications not mandatory but recognised.
