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Outbound Esd Technical Officer
4 days ago
**ROLE PURPOSE**
Give updates on Service Requests for customers phoning the ESD Outbound Service Desk
Perform basic tests before confirming closure and verify link status using intergrity.
- Give feedback to customers calling into the IVR
- Follow up with technical officers on Service Requests for activity updates on tickets without updates and revert with feedback to the customers
- If no updates from Technical Officers escalate to their Squad Leader (Teams chat escalation and transfer the client to the hunt line)
- Call clients and do a close the loop exercise before closing resolved calls using Zailab
- Perform basic tests before closing calls
- Close resolved calls
- Assist the Inbound Team answering inbound calls from customers requesting to log a new ticket
- Use MSPI & Integrity to obtain the correct information necessary to perform your duties and responsibilties
- Be available on Zailab 8 hours during your shift to take customer inbound calls requesting updates
- Log calls to relevant department(s) immediately when system issue is detected, i.e., Siebel/ Zailab and notify your Squad leader or Shift Squad Leader.
- Follow the Escalation matrix
**REQUIRED COMPETENCIES**
- Communication Skills.
- Speed and Accuracy.
- Problem solving.
**GOALS**
- Zailab/IVR Availability
- Call feedback and updates
- Customer communication
- Call abondonment rate
- Closed resolved calls.
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