Helpdesk Agent

Many large corporations require a call center to manage the large volume of calls they receive from customers, potential customers, suppliers, vendors, and other valuable contacts. Call center representatives act on behalf of the organization, providing information about products and services, taking orders, responding to customer complaints, processing returns, and performing countless other activities, depending on the company. (Linkedin.com)

Salary Range: S$2,000 to S$3,000 per month

Other titles: Customer support, Service Desk Analyst

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Job Tasks

Memorize scripts for products and services, and keep handy for reference during calls

Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately

Identify opportunities to drive sales and revenue with the company’s existing product suite, and seize opportunities to upsell services whenever possible

Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives

Create and maintain case management records of daily problems and remedial actions taken in a call center database

Leverage data and insights gathered in the call center to recommend and influence process-improvement opportunities

Human Skills

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Communication skills — Excellent verbal and written communication skills

Interpersonal skills — Help desk staff are the main point of contact for customers with a company. They need to maintain a professional demeanor while guiding customers through a challenging situation.

Attitude and perspective — Attitude and personal characteristics can be even more important than work experience in a help desk role. Your ability to self-regulate and have the right attitude at a help desk can determine the success of the tickets you manage.

Technology Skills

Writing software — Microsoft Word

Computer navigation skills

Alignment to HowtoFascinate Advantages

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