Principle Duties and Responsibilities
1.Responsive to all Customer requests and enquiries primarily via Voice (Telephone), but also from Email, Fax or Post.
2.Language proficiency in English and Mandarin/Japanese is required. Additional languages would be an advantage
3.PBX, Voicemail and/or Data understanding to provide immediate support and detailed understanding of Customer requirement, providing advice where required.
4.Capture of Customer requests on bespoke customer Service Administration or Fault Management systems, fully capturing requirements and recording appropriate Customer Contract Service Level information.
5.Troubleshoot Customer issues to resolve the problem or complete required testing before hand-off to Technicians.
6.Maintain status updates of all Customer requests, ensuring visibility to Team Members, Technicians, Management and Account staff.
7.Complete limited Customer PBX, Voicemail or Data administration requests on Customers equipment, ensuring correct completion within contractual timescales.
8.Ownership throughout the lifecycle of the request, providing regular Customer contact ensuring they are fully aware of the status.
9.Co-ordination and monitoring of field engineering staff in the completion of Customer on-site activity across both Avaya & Non-Avaya equipment.
10.Running & monitoring of personal reports to ensure all Customer Requests are closely managed to successful completion/resolution within Service levels.
11.Escalation where Customer Service levels are in jeopardy.
12.Database Maintenance, ensuring Customer data is updated against Project requirements.
13.Develop and maintain excellent relationships with key Customer contacts.
14.Stay up to date of and easily reference current information concerning products, procedures, customers and applications in order to provide users with accurate information and process requests according to customer specific procedures..
15.Provide the highest quality customer service standards.
16.Support to Avaya Management and Supervisors with special projects and assignments.
17.Support Continuous Improvement initiatives. |