Enterprise Support Executive (Call Centre) at Ascentech Services Limited

Duties:

• Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
• Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
• Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
• Assist customers in setting up and/or troubleshooting problems with their service as necessary.
• Liaise with the sales and technical operations officials as needed to meet customer’s needs.
• Ensure all concerns are addressed within SLA committed with the customer(s)
• Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at the company’s end
• Ensure relevant communications, records and data are updated and recorded
• Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
• Identify and escalate situations requiring urgent attention to appropriate department
• Prepare daily activity reports and share with TL / Supervisor and HOD

Essential Skills:

• Customer Focus
• Computer Knowledge
• Commercial & Sales Acumen
• Good written communication
• Should posses Analytical & Comprehension skills
• Internet and Tech savvy
• Excel Knowledge
• PRTG, M2000 or similar NMS applications is a MUST