Service Desk Agent
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Job Description
This role is a key position for the delivery of process innovation and continuous improvement initiatives across GBS. The role will play an important role in helping to foster a culture of sustainable change through the creation and implementation of CSI plans and processes.
Good understanding of business processes service offerings and communication
Strong ability to effectively recognize and manage interpersonal communication needs
Active working relationship within other cross functional areas
Develop working relationships within all other departmental specialties as well as other functional areas within EBS
Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
Research required information using available resources for faster resolution
Recognize document and alert the management of trends in requests & queries
Identify customer needs research issues resolve complaints and provide solutions
Maintain ownership of calls throughout the lifecycle of a caller s request including followups with escalation team
Recommend improvements for processes to boost organizational efficiency
Identify and escalate issues to supervisors
Provide service information to customers
Awareness to update knowledge base
EXPERIENCE
Superior listening verbal and written communication skills
Ability to handle stressful situation appropriately
Proficient in service management tools
13 years of experience in a call center environment
Knowledge of customer service practices and principles
Requirements
EDUCATION
University/college degree is an asset.
Previous customer service experience preferred.
KEY SKILLS
Verbal communication
Phone skills
Listening
Data entry skills
People skills
Informing
Customer focus
Customer service
Attention to detail
Professionalism
Employment Type
Full Time
