Business Desk Analyst at CDL Human Resource

Key Accountabilities

• Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
• Activate or deactivate customers’ satellite services upon request.
• Prioritizing and handling escalations as received from different customer touch points
• Carrying out daily system health checks and sharing a report on the same.
• Carry out hardware, channel and system testing for new implementations and technologies. A report on findings to be generated and shared with all stakeholders at the end of the test period.
• Maintains financial accounts by processing customer adjustments and providing billing information.
• Escalate to corporate all service related issues that require third level support (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
• Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
• Escalate issues to relevant departments and follow up to resolution
• Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
• Enforcement of the escalations and call back process for better customer experience
• Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM

Requirements

Minimum Qualifications;

• A first degree in in a Business-related field
• 3 years’ experience line customer support preferably within the Media & Entertainment industry.
• Professional communication skills, written and verbal
• Computer literate, numerical aptitude and willingness to learn new skills
• Previous front-line customer service experience required
• Call Centre or Touch point experience is highly desirable