Order Management Helpdesk Specialist

hace 4 semanas


San José, Costa Rica Swivelt Sdn Bhd A tiempo completo

**Description**

Help desk Team is to provide resolution to internal as well as external stakeholders for their requests.
They are first point of contact for customers and employees.
Customers need answers and the help desk is where they turn.
When Customer - employees need someone to troubleshoot an issue related a particular domain which involves providing status update, delivery tracking, inventory availability update it is the helpdesk set up which assist internal and external stakeholders.
**Responsibilities**
- Junior_
- Responsible for meeting established individual target including: service level, resolution, productivity, and quality standards.
- Probes, isolates, and troubleshoots supported business areas problems
- Senior_
- Providing resolutions to different queries & issues by acting as the Subject Matter Expert on issues related to reverse logistics, inventory management, Field Service Location stocking & replenishment
- Managing a team of ~15 executives & handholding and providing guidance to the team
- Monitoring of overall requests resolved vs pending request.
Ensuring that target SLA's are met
- Helping Assistant Managers in preparing mitigation plans staffing, productivity, absenteeism

**Skills Profile**
- Open for 0 to 11 years' experience in Order Management Process in a helpdesk set up which involves handling & resolving customer requests in a BPO set up
- Basic Graduate in any discipline is required
- Efficiency in MS Excel is good to have
- Knowledge on CRM & Ticketing Tools is good to have
- Good Written & verbal communication skill is desired
- Good knowledge on KPI's and SLA's
- Acumen for quality at work
- Working with cross functional teams for providing early resolution

**Salary**: ¢15,000.00 - ¢50,000.00 per month



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