Business Desk Analyst
Business Desk Analyst
Posted on :
18-03-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Business Desk Analyst
Key Accountabilities
Using MAL s internal CRM system manage technical and Service Support escalations from all service touch points (Branch Call Centre Social Media Agencies Field service Antipiracy team Service Desk etc.
Activate or deactivate customers satellite services upon request.
Prioritizing and handling escalations as received from different customer touch points
Carrying out daily system health checks and sharing a report on the same.
Carry out hardware channel and system testing for new implementations and technologies. A report on findings to be generated and shared with all stakeholders at the end of the test period.
Maintains financial accounts by processing customer adjustments and providing billing information.
Escalate to corporate all service related issues that require third level support (Products services programs and information which the individual must provide to external individuals or groups or one another to accomplish the organization s mission and strategy)
Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
Escalate issues to relevant departments and follow up to resolution
Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
Enforcement of the escalations and call back process for better customer experience
Knowledge of Clarity and core Clarity pillars ICC SAP & CRM
Requirements
Minimum Qualifications;
A first degree in in a Businessrelated field
3 years experience line customer support preferably within the Media & Entertainment industry.
Professional communication skills written and verbal
Computer literate numerical aptitude and willingness to learn new skills
Previous frontline customer service experience required
Call Centre or Touch point experience is highly desirable
Employment Type
Full Time
Key Skills
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