Job title: Tier 2 Lead Customer Care Analyst
Company: SD Worx
Job description: At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?What do we have to offer?
- An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
- A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
- Learning opportunities: through an individual development plan and professional training
- Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
- And all leaves are granted as from day 1!
Which task can you expect?CUSTOMER COACH – you will have the skills and ability to demonstrate that you can:
- Build expertise with focus on the customer – have the curiosity and eagerness to be close to
trends and innovation and to develop and make this expertise available for customer solutions.
- From Service transaction to Customer journey, can assess the client’s situation, fundamental
wishes and needs, also in unstructured context, and to add more value than the customer
expected throughout the full customer journey and over omni channels.
- Have the ability to collaborate effectively without boundaries (across teams, countries, languages,
tools) colleagues, customers and network with his/her expertise, confidence and style.YOUR ROLE: The role of a T2 Lead Customer Care Analyst is to act as a second line of product support within Customer Care. Incidents that T1 are unable to resolve will be passed to T2. The T2 Customer Care Analyst role is primarily to restore service to the customer in the shortest time possible based on the priority/severity of the incident.ROLE & RESPONSIBILITIES:– Resolve issues via a fix or workaround within the agreed Service level agreement. Contribute to the effectiveness of the team by demonstrating a co-operative and supportive attitude to fellow team members.
– Manage cross product issues within the team to leverage the cross functional knowledge and respond more quickly to the customer.
– Maintain effective internal and external communications channels to ensure that relevant people / departments have the necessary information to assist them in contributing to customer support.
– Clearly record all activities on an issue within the CRM system.
– Record issues that are not fully resolved as Problem Cases in the CRM tool, detailing
accurate customer impact and priority.
– Ensure breached incidents are managed and resolved in a timely manner.
– Act as Subject Matter Expert on our flagship- product.
– SPOC’s for external customers and internal stakeholders.
– Create Standard Operating Process documentation.
– Coach Tier 1 colleagues to enhance their knowledge.
– Deputise for Team Manager as and when required.OUR EXPECTATIONS:
Thinking and Acting Outside In
– The ability to absorb knowledge that is immediately applicable in the job. Proactively keeps own expertise up to date & consults the right information sources and takes actions to develop their own knowledge when steered in this direction and supported.
– Has an open & critical mind to changing their way of working in times of continuous
transformation.Agility
– In depth knowledge and continued learning of products and services, tools, best practices,
optimal personal organisation, and professional attitudes.
– In depth knowledge of customer portfolio, productive customer contact points, seeking to
deliver service with very high customer satisfaction.
– Ability to present/bring a well-prepared topic in a professional way.Connecting– Ability to develop productive relations with customers (all touch points), colleagues and
managers. Be recognized and be accessible as an expert by your direct colleagues, help
colleagues.
– Ability to build and use a network to find a win-win solution for customer requests or colleague
requests.
– Ability to coach customers and/or colleagues across own networks.KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE
Essential
– Minimum 5 years’ experience working successfully in an application support role.
– Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable).
– Demonstrable knowledge and understanding of support systems and processes.
– Strong analytical ability with excellent problem-solving skills
– Experience of developing and maintaining “best in class” operational and support procedures &/or reviewing/sign-off.
– Experience of delivering services to Service and or Operational Level Agreements
– Excellent communication and relationship management skills to liaise at all levels within the business.
– Broad technical understanding of a wide range of platforms – Microsoft Technologies (SQL), Mid-Range Systems, Web (NET) and Mainframe.
– Team player with ability to work on your own initiative in a fast-paced environment.
– High level of self-motivation
– Resourceful – utilise all tools, expertise, and knowledge bases to investigate and resolve problems.Desirable Qualities:
– Previous experience in the use of SD Worx systemsFrom many places, we work as one, moving from better to best together.SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.
Expected salary:
Location: Ebene, Mauritius
Date posted: Thu, 23 May 2024 00:18:46 GMT
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