• Responsibilities may be delegated, but escalation does not remove responsibility from the individual accountable for a specific action.
• Ensure that all reported incidents prepared and notified to all concerned personal and senior management through e mail.
• Ensure that all incidents received by the Service Desk, thought emails are recorded in the reporting system.
• Identify nature of incidents based upon reported symptoms and categorization rules supplied by provider groups.
• Prioritize incidents based upon impact to the users and guidelines
• Responsible for incident closure and updating all issues.
• Delegates responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization rules
• And Performs post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete
• Prepare reports showing statistics of Incidents resolved / unresolved
• Preparing the daily and monthly time sheet of the section staff
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media
• Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customer
|Last Name||Abd El Nasser|
|Field of Study||Commerce|
|College or University||Zagazig University|
|Time Period||4 years|
|Job Title||Control room Operators|
Hemaya Security Services Company - Operation command center State of Qatar