Ticketing Agent

• Handles client inquiries and provide accurate, valid, and complete information by using the right methods/tools concerning the client satisfaction and FCR.
• Resolve product or service problems by clarifying the client complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Adhere to work schedule and accommodates business requests (including flexible working hours).
• Follow up and adhere to the weekly schedule; arrange and aligned with the team leader’s regarding any kind of changes required including the shift swap, break move, day off swap or any kind of leaves.
• Accept responsibility for meeting communicated targets: appointment settings, etc. And track the daily indicators concerning maintaining the service quality; increasing the efficiencies of delivering the service; validating and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark.
• Meet individual key metrics and KPIs by ensuring his/her own indicators are meeting or within the accepted ranges; Validating the KPI and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark; Accepting/Rejecting the performance achievement report that got fixed by the team leader and discussing the justifications in one-on-one meeting.
• Participate in individual & team training/meetings to bring knowledge up to date.
• Flag issues and conference that requires escalation and share the vision regarding any solutions that might enhance the client experiences and alert regarding any technical outage that prevents of properly applying the dues needed.
• Maintain confidentiality company & client’s data.
• Adhere to company policies and procedures.

Requirements

• University Degree of any discipline
• 1-5 Years of experience
• Very good command of written & spoken English
• Very good knowledge of Microsoft tools (Excel, word, PowerPoint)
• Experience in Ticketing Systems is a plus

University Degree of any discipline 1-5 Years of experience Very good command of written & spoken English Very good knowledge of Microsoft tools (Excel, word, PowerPoint) Experience in Ticketing Systems is a plus