Makati City, Metro Manila – CHAMP Cargosystems Philippines, Inc. Makati City Permanent 2 to 5 years experience SERVICE DESK ANALYST-L1 DESK JOB DESCRIPTION Providing first level contact and convey resolutions to customer calls Gathering all necessary call information for the team to be able to adequately work the call ticket Maintain appropriate communication with the customer to keep them informed and assured that CHAMP is working on the call ticket Properly escalating unresolved call tickets to the appropriate parties Track, route and redirect call tickets to the appropriate resources Update customer data and producing activity reports Walk customers through problem solving processes Follow-up with customers, provide feedback and see call tickets through to resolution Utilise excellent customer service skills and exceed customers’ expectations Ensure proper recording and documentation and closure of call tickets Create Knowledge Base Articles on high severity or repeatable call tickets …
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