Customer Service Associate

SIL is looking for a Customer Service Associate. Join now and be part of an amazing team.

SIL is looking for a Customer Service Associate.

Join now and be part of an amazing team.

JOB PURPOSE

Your role is to be responsible for providing first-line support. It involves handling basic technical issues, collecting relevant details about user problems to facilitate effective troubleshooting or escalation, support to users, and forwarding more complex or unresolved issues to second-line support.

Key Responsibilities

• Handling basic technical issues, and general troubleshooting.
• Collecting relevant details about user problems to facilitate effective troubleshooting or escalation.
• Forwarding more complex or unresolved issues to second-line support or stakeholders for assistance.
• Respond to incidents and service requests within defined service level agreements (SLAs).
• Maintain clear and comprehensive documentation on procedures, troubleshooting steps, and best practices.
• Provide regular reports on usage, system health, and security audits to management.
• Prepare training materials and conduct knowledge-sharing sessions.
• Perform any other related functions to be assigned by the Manager.

QUALIFICATIONS & EXPERIENCE

• HSC holder or SC with diploma
• Minimum of 2+ years of experience in a support or administrative role or call centre operation

COMPETENCIES

Required Skills

• Good interpersonal and communication skills.
• Strong analytical and troubleshooting skills with the ability to identify, isolate, and resolve complex issues.
• Ability to learn job requirements and perform effectively in short time.
• Ability to work under pressure and during odd hours to meet tight deadlines.
• Ability to work independently and efficiently with minimum supervision and within a collaborative team.
• Customer Service oriented and ability to negotiate with customers tactfully.
• Strong written and verbal communication skills for documenting procedures, reporting incidents, and providing user support.
• Ability to effectively communicate technical information to stakeholders.