Customer Service Representative cum Secretary
Almana and Partners, W.l.l
Total years of experience :13 years, 6 Months
Received and logged breakdown and queries over the phone and emails.
Respond to email messages for customers seeking help.
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Ask and analyse questions to determine nature of problem and provide a faster solution.
Walk customer through 1st level technical problem-solving process.
Provide 1st level technical assistance and support for incoming queries and issues related to photocopier machines.
Provide helpdesk support and resolve problems to the end user’s satisfaction.
Monitor Service Desk for tickets assigned to the queue and process first- in first - out based on priority
Follow up with customers to ensure issue has been resolved
Research questions using available information resources
Identify and escalate situations requiring urgent attention
Escalate and run reports to determine malfunctions that continue to occur.
Track and route problems and requests and document resolutions
Middle liaison between the Service Engineers and customers
Schedules over 30 Service Engineers breakdown calls in daily basis.
Prepare daily activity reports
Utilize and maintain the helpdesk tracking software
• Provides Technical support and issue resolution via phone.
• Configuration of client’s equipment to connect to the internet via modem/DSL/ router
• Troubleshoots initial installation, reinstallation and other related issues with the product.
• Investigate what products and services the customer will need even if they may not know what they needed. Probing as to what they want and preset what they feel they may need dependant on their needs and wants.
• Provides accurate customer with product and service information
• Upsells products and services that will benefits the customers.
• Provides 100% quality customer service on every call.
• Contribute to neat-goal of resolving 90%+ of customer issues in the first response calls.
• Communicate clearly and effectively with participants
• Promotes good listening skills.
• Manage length of calls.
• Voluntarily assisted in the operation and troubleshooting of the Precinct Count Optical Scanner (PCOS machine) used in the first automated national and local election in the Philippines apart from reporting operations and status of the election procedures to the National Support Center during the election.
• Ensuring data is backed up on a regular basis
• Overseeing computer security and anti-virus updates etc.
• Carrying out computer "housekeeping" tasks
• Providing IT support to computer users within the office
• First port of call and initial troubleshooting of IT problems and resolving if possible
• Logging all IT problems and resolutions
• Keeping inventory of hardware and maintenance records
• Ensuring all software is properly licensed