Sr Cust Exp Specialist

Job Description

Comfortable working in 24x7 environment with rotations weekly offs. Be available for all incoming calls/ faxes/ emails/ web requests Create and assign all new service requests as per SLAs and customer processes Maintain and update databases with changes required in an accurate and timely manner Review, monitor and work to minimise numbers of open Service Requests Develop and assess work process strategies, make suggestions for improvements Professionally and efficiently attend to all inquiries Highlight any issues of importance and escalate areas of concern to manager Produce reports as requested within time frames given Be on call and available to assist other teams in busy periods. Able to work on a rotating roster which includes weekends, nights & public holidays. Contract Management: Create and manage relationships with technicians and customers both internal and external Maintain up to date knowledge of contract specifics Maintain telephone coverage to ensure adherence to service levels Monitor individual work time-management goals. GeneralAdministration: Ensure you understand and worked on ticketing system as FX, Salesforce, Siebel etc. Ensure all customer and tech follow up needs & requests are met within processes in line with the business. Completion all necessary documentation accurately and on time Contribute to the continuous improvement and corrective action processes Attend all hand over sessions promptly Adhere to rostered attendance requirements & be available for on-call shifts Meet key performance indicators and internal service levels agreements Actively participate in all required training and meetings Demonstrate understanding and performance of all systems and telephone interactions Provide feedback on training and development needs.TeamWork: Support and assist team members Support and assist implementation of decisions Be pro-active in achieving team goals and contributing to the environment Buildeffective and supportive relationships with all team members. KPIs available time on phones, accuracy of calls logged, call coaching etc. Attendance and punctuality Acceptance of feedback Participation in team and activities Customer satisfaction surveys Ability to self-manage time and tasks CustomerSLAs achieved