Customer Experience Executive

Responsible for:

Responsible for providing excellent customer service to all clients of Sky TV, answer phone calls for all queries.

Customer Experience:

• Receive inbound and/or place outbound calls
• Provide accurate and timely responses for inquiries coming through email and live chat support channels
• Perform data and research functions
• Provide support through known basic troubleshooting techniques
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to the appropriate resource, when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for Good Customer Satisfaction and Experience
• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
• Ensure consistent performance based on a continuous improvement model
• Ensure that all Login and Passwords (both Internal & External) are kept confidential
• Participate in all Internal and External mandated training and/or seminars.
• Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.
• Maintain knowledge of functional areas and company policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Perform other duties as assigned by management.

Key Skills and Capabilities:

• With Excellent English Communication (Oral and Written)
• Experience on the phone, email, and live chat support
• Has strong verbal and written communication and comprehension skills
• Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
• Resourceful, able to multitask, and has a high attention to details
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Can work under pressure
• Assists end-users in resolving technical issues by providing guidance to resolution on software and hardware with a sense of urgency.
• Follow and understand all support methods and procedures to accurately log all issues using the incident/ticket management tracking system.
• Assess end-user support needs and meet service level agreements by quickly resolving issues.
• Troubleshoot recurring issues and be able to research, identify and communicate the root cause.
• Define and classify the level, priority, and nature of the problem, request, and/or issue. If unable to diagnose a problem, escalate the problem to the appropriate team.
• Assume ticket ownership through tracking and closing trouble tickets to maintain customer satisfaction, KPIs, and SLA.
• Provide administration, guidance, and personalized end-user assistance for hardware devices, software, mobile, printers, audio & video technology, and networks.
• Resolve issues related to digital support.