Technical Service Representative
dnata Airport Services
Minimum requirements:
Applicants must be willing to work and relocate to Clark, Pampanga
High School Diploma / GED required (College Degree is preferred)
Having a safety and security background is an advantage
Working knowledge of fundamental operations of relevant software, hardware and other Airport equipment is an advantage
Customer service oriented
Attention to detail
Have a analytical skills in determining the concern and proper action for the request, tools navigation
Have a positive attitude to delivering excellence in customer service in a contact centre environment
Willing to work in a shifting schedule including weekends, working during Philippine holidays, & must be willing to work in a graveyard shift
Have a mature attitude coupled with high degree of work ethic
Be self-motivated and able to apply initiative to solve problems
Be effective in a team-based environment and supportive of team objectives
Show the ability and willingness to undertake intensive training in complex products
Key Responsibilities and Accountabilities
Respond to requests for technical assistance via phone, chat and email. You will be expected to achieve the individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour
Follow dnata hub standard procedure
Log all helpdesk interactions
Respond to user inquiries, assess problems and issues with supported platforms and applications, and help resolve these issues for users.
Provide customers with specific and accurate product and service information to maintain quality service provision for all Contact Centre accounts.
Redirect problems to correct resource. Coordinate with the necessary vendor for the appropriate resolution.
To receive and distribute information to stakeholders related to all incidents from global dnata hub.
Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers
Achieve or surpass a set call Quality score on a weekly and monthly basis and assessed by a Quality officer / Team Leader, followed coaching and feedback
Ensure 100% accuracy when completing Contact Centre case related call logs / customer case logs for every incident handled.
Key Competencies
Customer Service Orientation.
Continuous Learning.
Organising for Results.
Effective communication.
Interpersonal ability
Attention to detail
Previous customer service experience strongly desired
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