Introduction
Client satisfaction will be your ultimate goal in this role. As a Control Center agent you will be on the front line serving our customers. You'll be the resource and point person interacting with clients vendors and senior management to identify and resolve promptly clients problems.
Your role and responsibilities
- Receive calls for the clients and logs them into our call management systems.
- Verify Eligibility of clients to receive which type of support.
- Manage Parts ordering exceptions.
- Manage Scheduling and Dispatching Field Engineers and Business Partners to go onsite to fix clients problems.
- Ensure Client satisfaction by calling back and updating cases promtly.
- Act as the core of Post sales support interlocking with Clients Remote Technical Support Service Delivery Managers Field Engineers and Business Partners.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Support day-to-day service delivery ensuring compliance with operational metrics and quality standards. Utilize strong communication skills to effectively engage with external customers. Demonstrate flexibility to work in different shifts as required. Collaborate with the operations team to implement process improvements ensuring consistent and efficient service delivery. Contribute to transformation initiatives under the guidance of senior team members.
- Proficiency in English both written and spoken.
- Ability to work shifts to support hours of operation ( 24x7 rotational shifts)
- Excellent communication skills problem solving ability and a strong focus on providing exceptional customer service