• Responds to client enquiries and complaints using the help desk ticketing system.• Resolving complaints and queries and forwarding them to the appropriate teams if necessary.• Monitoring service delivery channels in real-time and ensuring that issues are collected and validated for further action.• Monitoring assignment progress and service quality on a daily basis.• Providing detailed updates to the manager.• Assuring that team members have the necessary supplies and resources to execute their assigned tasks on schedule.• Organizing, attending and participating in client meetings that are related to the process and assignments.• Creating MoM and ensuring appropriate actions are taken.• Keeping track of deadlines.• Daily, weekly, and monthly reports are created, updated, and shared with the stakeholders.

• Ensuring timely closure of the reported issue and updating the user• Project coordination• Raise service calls in the Oracle ticketing system and Inform support engineers of the seriousness of the issue faced by clients• Redirect tickets to the appropriate team as per the escalation procedure• Interact with the various departments to complete assignments on time• Daily overall performance reporting to team leader/manager• Work closely with other teams to support clients from multiple sites and multiple locations• Customer relationship management• Focusing on customer satisfaction and ensuring timely closure of service calls• Provide product/services information and resolve any emerging problems that customer accounts face with accuracy and efficiency• Strong phone and mail contact handling and active listening• Documenting new service procedures that need to be followed within the team.

• Liaising and networking with customers, colleagues, supplies, vendors, and partner organizations• Managing and updating customer database• Helping marketing executives find and grasp new business leads• Organizing and attending events such as meetings and marketing exhibitions• Conducting product training for new users and team members• Enabling monthly and weakly business reports• Develop sales strategy and onboard new customers• Build strong relationships with clients.

• Communicating with the team manager meeting the monthly target• Customer relationship and finding new business leads• Arranging and supervising the effective and quality distribution of marketing products• Evaluating market comparisons and reporting new market trends• Monitoring competitor’s activity• Supporting business development manager and other colleagues.