Service Desk Agent

This role is a key position for the delivery of process innovation and continuous improvement initiatives across GBS. The role will play an important role in helping to foster a culture of sustainable change through the creation and implementation of CSI plans and processes.

Responsibilities:

1. Good understanding of business processes service offerings and communication.
2. Strong ability to effectively recognize and manage interpersonal communication needs.
3. Active working relationship within other cross functional areas.
4. Develop working relationships within all other departmental specialties as well as other functional areas within EBS.
5. Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
6. Research required information using available resources for faster resolution.
7. Recognize, document and alert the management of trends in requests & queries.
8. Identify customer needs, research issues, resolve complaints and provide solutions.
9. Maintain ownership of calls throughout the lifecycle of a caller's request including follow-ups with escalation team.
10. Recommend improvements for processes to boost organizational efficiency.
11. Identify and escalate issues to supervisors.
12. Provide service information to customers.
13. Awareness to update knowledge base.

EXPERIENCE:

1. Superior listening, verbal and written communication skills.
2. Ability to handle stressful situations appropriately.
3. Proficient in service management tools.
4. 13 years of experience in a call center environment.
5. Knowledge of customer service practices and principles.

EDUCATION:

1. University/college degree is an asset.
2. Previous customer service experience preferred.

KEY SKILLS:

1. Verbal communication.
2. Phone skills.
3. Listening.
4. Data entry skills.
5. People skills.
6. Informing.
7. Customer focus.
8. Customer service.
9. Attention to detail.
10. Professionalism.
11. Multitasking.