Exceptional Customer Service Leader

1 week ago

Singapore beBeeCustomerService Full time $90,000 - $120,000
Job Description

We are seeking a highly skilled and experienced Service Desk Manager to join our team. The successful candidate will be responsible for leading a team of service desk staff to provide exceptional customer service, manage incident restoration, and ensure that client inquiries are promptly attended to.

The ideal candidate will have a strong technical background, excellent leadership skills, and the ability to motivate and develop their team members.

  • Key Responsibilities:
  • Manage the Service Desk and staff to provide 1st level technical support
  • Answering support queries via the telephone, emails using remote desktop tools or attendance to users place of work
  • Act as a further escalation point for unresolved or escalated cases
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Report to SD managers on any issue that could significantly impact the business
  • Take overall responsibility for incident management and request fulfilment (if any)
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues
  • Ensure all calls and emails are logged in the Service Desk logging system
  • Allocate more complex calls and emails to the relevant IT Support member
  • Arrange for external technical support where problems cannot be resolved within L1
  • Manage Service Quality Assessment and Coach the agents on proper handling approaches
  • Provide Domain Training to new joiners
Requirements

To be successful in this role, you will need to have:

  • 7 years of end-user support experience, desktop or technical service desk
  • 5 years of experience leading a service desk team
  • Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory

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