Service Management Officer

Requirements

• 
  
• Bachelor’s Degree.
  
• Knowledge of complaint tracking applications.
  
• Knowledge and experience of customer service practices.
  
• Three (3) years’ experience in a service environment.
  
• Ability to work with multiple teams with diverse skills.
  
• Strong communication.
  
• Analytical skills.
  
• Problem solving skills.
  
• Customer service oriented.
  

• 
  
• Provides the single point of contact for handling requests, queries, through taking calls, and assigning requests logged in the complaint/queries management system.
  
• Log and track the resolution of operations related queries in accordance with the SLAs.
  
• Check to confirm that causes of service problems addressed to the operations team have been identified and corrective action taken to prevent or detect recurrence.
  
• Identify and escalate situations requiring urgent attention.
  
• Escalate complaints/queries or incidents that are not resolved within the agreed SLAs.
  
• Provide responses to business units on the status of complaints.
  
• Run reports and analyze helpdesk data as requested.
  
• Following up with business units to confirm full resolution of issues.
  
• Monitor incidents to detect any that may re-occur.
  
• Conduct service awareness trainings for all units.
  
• Track complaints to confirm that the department complies with consumer protection guidelines.