Original listing text, shown exactly as published by the company.
Key Duties & Responsibilities
•Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
- Escalating a case in good time.
- Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
- Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
- Documenting solutions and producing written guidance on resolution steps and procedures.
- Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
- Self-Motivation & initiative to aid your investigation process and career development.
- Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
- Ensuring root cause analysis is carried out where necessary.
- Identify training gaps in our knowledge media and recommend areas for improvement.
- Actively contribute to case reduction initiatives.
Key Results Indicators & Measures of success
Key Results Indicators
Customer Satisfaction
Service Responsiveness, productivity and time to resolution to agreed standards.
Demonstrable contribution to continual improvement of support processes and practices.
Measure of success
Achievement of Departmental Objectives
Evidence
Skills / Knowledge & Experience
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Expertise or knowledge relating to a specified Keyloop product / module.
- Investigation, analytical, problem solving and trouble shooting skills.
- Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
- Able to articulate simply complex problems or issues.
- Knowledge and understanding of customer expectations.
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
Qualifications required
Essential
- Experience of working with customers
- ERP Application support
- Experience of supporting customers to a high level of performance, productivity and customer satisfaction…
