Support Desk Agent

To deliver exceptional customer service and administrative support to both internal and external stakeholders within the client. This role operates in a fast-paced environment, requiring prompt and effective responses to a high volume of customer interactions across multiple channels, including email, social media, inbound/outbound calls, and walk-in escalations.

Key Responsibilities

Support Desk Services

• Respond to and resolve customer enquiries and complaints, applying root-cause analysis to identify underlying issues.
• Provide accurate and effective solutions in line with service level agreements (SLAs), ensuring high levels of customer satisfaction.
• Proactively manage and resolve customer requests to prevent escalations and complaints.
• Manage the shared mailbox in accordance with company standards, policies, and response time requirements.
• Track and monitor issues from initiation through t...