CUSTOMER SERVICE REPRESENTATIVE (code: RD-CSR)

Responsibilities:

• Pro-active focus on each customer.
• Root Cause Analysis documentation - review of draft from operations team.
• Manage Customer Relations for higher visibility issues, and work with DCM on senior team
• Understanding the impact of an issue.
• First point of contact for all (P3/P4) production issues for assigned customers.
• Engages to ensure resolution is being addressed.
• Customer escalation point outside of operational process.
• Track performance of solutions for assigned customers.
• Works with DCM’s to ensure product upgrades are deployed.
• Work with operations team to maintain SLA performance

Requirements:

• IT degree or equivalent professional qualification
• Fluent English
• Excellent verbal and written communication skills
• Customer focus
• Solution driven
• Adaptable to rapidly changing priorities
• Knowledge of Mandarin would be an advantage
• Experience in customer management
• Proven Management skills
• Knowledge of change management
• Familiarity with software development process
• Familiarity with travel reservation systems is a distinct advantage