Service center Agent

2 weeks ago

Melbourne, Victoria, Australia VIS Global Pty Ltd Full time $60,000 - $80,000 per year

Company Description

VIS Global Pty Ltd is a leading provider of enterprise communication and customer experience management solutions. With profound expertise in delivering state-of-the-art communications solutions, VIS Global consults, designs, implements, trains, and supports enterprise voice, unified communication, data networking, video, and customer experience management solutions across various industry verticals.

Role Description

This is a part-time on-site role for a Service Center Agent, located in Melbourne, VIC. The Service Center Agent will be responsible for handling customer inquiries, providing excellent customer service, resolving issues, and ensuring customer satisfaction. Other daily tasks include managing customer accounts, processing service requests, escalating issues when necessary, and maintaining detailed records of interactions.

Qualifications

  • Excellent written and verbal communication skills
  • Strong customer service and conflict resolution skills
  • Ability to manage customer accounts and process service requests efficiently
  • Proficient in using customer relationship management (CRM) software
  • Ability to work effectively in an on-site team environment
  • Prior experience in a service center or call center environment is a plus
  • High school diploma or equivalent

Responsibilities :

  1. Respond to cases logged by Customer, Operations and Automated Ticketing.

  2. Adhere to Service Level Agreement response and resolution time requirements.

  3. Ensure cases are updated daily, or as per customer Service Level Agreement.

  4. Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.

  5. Comply with Customer and change management policy and processes.

  6. Follow all documented procedures for resolution and escalation of incidents.

  7. Create and maintain all Operational documents for your assigned client.

  8. Take ownership and be proactive in identifying areas for improvement within and Customer environments.

  9. Handover cases and scheduled activities when away on leave or training.

  10. Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan.

  11. Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

  12. Liaise directly with Customers in a professional and courteous manner on service requests or problems, ensure an understanding of the business impacts associated with problems and keeps the Customer informed as part of the resolution process.

  13. Always collaborate with other staff and Customers.

    1. Assist the Team Lead and Service Delivery Manager as required

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