This role involves serving as a Business Desk Analyst, primarily focusing on managing technical and Service Support escalations from various customer interaction points. The analyst ensures efficient problem resolution, maintains accuracy in financial accounts related to customer adjustments, and actively participates in system testing and health checks.
Key Responsibilities
- Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.).
- Activate or deactivate customers’ satellite services upon request.
- Prioritize and handle escalations as received from different customer touch points.
- Carry out daily system health checks and share a report on the same.
- Carry out hardware, channel, and system testing for new implementations and technologies. A report on findings is to be generated and shared with all stakeholders at the end of the test period.
- Maintain financial accounts by processing customer adjustments and providing billing information.
- Escalate to corporate all service related issues that require third level support (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy).
- Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
- Escalate issues to relevant departments and follow up to resolution.
- Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs (Turnaround Times).
- Enforcement of the escalations and call back process for better customer experience.
Qualifications and Experience
- A first degree in a Business-related field.
- 3 years’ experience in line customer support, preferably within an entertainment industry.
- Professional communication skills, both written and verbal.
- Computer literate, numerical aptitude and willingness to learn new skills.
- Previous front-line customer service experience required.
- Call Centre or Touch point experience is highly desirable.
- Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM.
