Job Description

The key purpose of this role is to provide exceptional support to MyPass Global’s Customer base and their workforce and to resolve their queries, concerns and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

Key Responsibilities

• Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements

• Performs daily ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.

• Resolve customer issues and complaints in a diplomatic and effective manner and in accordance with our service level agreements and policies and procedures.

• Appropriate to the Severity Level of a ticket, the CSR must apply time management and prioritisation according to the Prompt Response SLA.

• Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer

• Accurately record all customer interactions in the CRM in accordance with standard operating procedures

• Maintain a thorough understanding and knowledge of the MyPass Global platform and services

• Meet or exceed performance goals and customer satisfaction targets
  
  

Key Selection Criteria

• Fluency in spoken & written English & Latin American Spanish

• Customer service, administration and technical Support for customers, via email and live chat

• Attention to detail and a methodical, systematic approach to your work (essential)

• Resourceful and excellent problem-solving skills

• Proven customer support experience or experience as a helpdesk specialist or customer service representative

• Ability to multitask, prioritise and manage time effectively Act as a team player and remaining professional and courteous with customers at all times

• Excellent computing skills (including Excel, Word)

• Excellent database administration skills

• Experience with a variety of customised software applications

• Clear and accurate communication (must have reliable, quality internet connection when required to work from home in the instance of COVID-related lockdowns)

• Understanding of Construction, Manufacturing, Oil & Gas, Heavy Industry preferred