Senior Customer Service Associate
Current• 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.
