EAS Service Desk Officer (Customer Service) at Hausba Smarthomes Limited

The EAS Service Desk Officer will efficiently monitor and manage inbound requests, and proactively monitor customer systems by providing proactive services.

The ideal candidate will have strong communication skills and a keen attention to detail, and will be responsible for swift and rapid response to all customer’s requests, ultimately, ensuring that customers are satisfied with such services provided.

Key Responsibilities:

• Adhere to established Service Level Agreement (SLA) for all inbound call responses by analyzing customer inquiries to determine a correct cause of action.
• Open, follow and close a ticket for all inbound calls into the business line
• Provide first level triage resolution to customer challenge(s)
• Procatively monitor customer systems, and resolve customer enquiries using first level support
• Manage, assess, and prioritise customer requests
• Keep an accurate and up to date record of all inbound and outbound enquiries
• Constantly Monitor the status of all support service requests
• Track all assigned and escalated customer requests and support services
• Act as a single point of contact for the business
• Carry out routine feedback collation from customers
• Ask callers troubleshooting questions about the nature of their call to determine the type of response required.
• Routinely test monitoring station communications equipment and backup systems to ensure uninterrupted service, and timely report any malfunctions.
• Manage all warranty and contract services
• Produce a minimum of two knowledgebase articles per week, Develop and publish knowledge base articles including but not limited to troubleshooting guides, issue resolution steps, frequently asked questions and system user guides
• Complete all assigned duties as requested

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Communication, Hospitality, or related field.
• 2-3 years in customer service/teleservice roles
• Proven experience in customer service or sales, preferably within the technology or hospitality industry.
• Technical proficiency with HAUSBA’s product range
• Excellent problem-solving abilities and a customer-oriented approach.
• Good technical knowledge of modern smart home technologies, audiovisual systems, and related hospitality solutions is desirable.
• Excellent verbal communication and interpersonal skills
• Strong attention to detail
• Proficient knowledge of relevant ERP softwares and telephone systems
• Strong ability to make on the spot, independent decisions to solve problems
• Excellent audio and visual abilities
• Advanced data management and analytical skills