Product Specialist

1 week ago


Singapore Match Resources Pte. Ltd. Full time

**Role**

A Product Specialist is responsible for ensuring the company meets with contracted Service Level Agreements (SLA’s) and is fully responsibility for resolving all customer issues, within these required time frames. Additionally, to these requirements there will be a necessity to support client projects and facilitate configuration of databases and ongoing training of clients Key Result Areas (KRA’s)

**Key Results Areas** for a customer support agent are focused on the below
- Meeting contracted Service Level Agreements as per the below
- 15-minute response time (from time-of-Service request receipt) for Emergency classifications
- 2-hour response time on all Urgent Classifications
- 48-hour resolution time for all Requiring Advice classified Service Requests
- Continued Up skilling and product knowledge improvements via the following avenues
- Knowledge base reference
- Weekly internal training
- Specialist Peer to Peer (P2P) training on escalated service requests
- Timely escalation of unresolved Service requests to the required specialist role.
- Ensure a high level of Customer satisfaction is maintained.

**Key Performance Indicators (KPI’s). **All KPI’s will be based around the following metrics
- Resolution of Service requests maintained at benchmark of at least two (2) closes per hour (worked in

support)
- Meeting service level agreements by replying to clients within SLA parameters
- Service requests to be escalated within desired time frames after inability to resolve for client
- Maintaining a customer satisfaction response of over 85% via Service request rating response from clients. (Over 85% of responses must be Good or Excellent)

**Salary**: $5,000.00 - $5,800.00 per month

Schedule:

- Monday to Friday



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