Job vacancy Customer Service Representative

JOB BY
Ministry of Labour (MLHRDT)
11th Floor, Victoria House, Corner St louis and Barracks Streets, Port Louis
  +(230) 405 0100

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WORK AT
Kell Comm International Limited
Job Type
Employee
Job Status
Full Time
Announced
20 October, 2021
Job Title

Customer Service Representative

Job Location
Job Presentation
EmployerKELL COMM INTERNATIONAL LIMITED
Economic SectorBPO/ICT
District in MauritiusBLACK RIVER
State / ProvinceQuatre Bornes
CountryMauritius
Job Summary

We are looking for a person who has good communication skills with a background in tech support, related to IT hardware repair & software related issues. Our company is looking for a Technical Support Representative who is interested in analysing issues related to equipment viz., Tablet PC, Laptop, Projector, Charger, Android, Windows, Anti-Virus etc. In this role, you would be working as a Technical Support Representative sitting in different zonal offices in Mauritius. Analyse / resolve the issues that can be troubleshooted and Updated over the phone / over the counter. Should be able to communicate in English / Creole with the clients. Calls / Emails that are received to be captured in the ticketing tool and to be tracked till it gets completely resolved. And to take the feedback from the clients on regular intervals to see that, equipment installed at the multiple locations are functioning fine. To communicate over emails pertaining to tickets and its status from time to time to all the clients, manager, superior & stakeholders.

Duties of Job

a. Analyze and identify solutions to software and hardware issues of the incident reported.
b. Diagnose and troubleshoot technical issues related to operating system such as (Windows OS and Android) over the phone / over the counter.
c. Understand, Analyze and Diagnose the root cause of the incident by asking relevant questions.
d. Track and resolve technical issues to resolution, within the SLA’s assigned.
e. Talk to clients through a series of actions, either via phone, email, until their issue is solved.
f. Taking clients through a series of steps to resolve the problem.
g. Support all application related issues on the call or by taking access to their system remotely.
h. Properly escalate unresolved issues to appropriate Field Service Executives and follow till the ticket closure. Take necessary feedbacks from the clients and document the same in the ticketing tool.
i. Respond to the clients on the calls, following necessary call etiquettes.
j. Refer to the internal database or external resources to provide accurate solutions.
k. Ensure all issues are properly logged in the Ticketing tool.
l. Prioritize and manage open tickets make sure necessary follow-ups are done to close the tickets.
m. Take feedback from clients to ensure if their IT equipment are fully functional after troubleshooting, resolving done either by yourself or Field Technician. Prepare accurate and timely reports
n. Document technical knowledge in the form of notes and manuals for future reference.
o. Maintain empathy on calls and e-mails with clients to ensure best customer service feedback.

Qualifications RequiredHSC-GCE A L - IB
Salary Proposed10000-15000 (Mauritian Rupees)
Salary
10000-15000 (MUR)
Valid Till
29 Oct, 2021


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