Helpdesk Operator

Provide exceptional customer service, support, communication, answering customer queries and resolving complaints. Key Responsibilities: Answer incoming calls and make outbound calls. Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. Take customer details and record the request in the ticketing system. Advise the caller of when to expect a first line of response. Allocate the request to the designated Service Provider and inform other concerned parties as appropriate. Be aware of multiple calls regarding the same issue and advise accordingly. Contribute to team effort by accomplishing related results as needed. Escalate issues to concerned parties according to the escalation matrix and inform the caller. Advise on company information If required, closely monitor the progress of all jobs until closed and verify that the Service Provider has completed with sufficient information on work performed. Any other customer facing activity as instructed. Support in data management tasks and other tasks given by management.