Job Description

JOB PURPOSE This role is responsible for leading the customer service helpdesk operations, providing high-quality service delivery in line with defined SLAs and business objectives. Serves as a key contact for customers from Hong Kong, coordinating with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues.KEY RESPONSIBILITIES- Responsible for customer service helpdesk operations, including receiving, validating, and logging client requests, capturing the detail of the request.- Ensures high-quality service delivery in line with defined SLAs and business objectives.- Coordinate closely with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues.- Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.- Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.- Take ownership of complex, high-impact, or chronic fault cases, including customer communication and root-cause follow-up.- Lead or support customer complaint investigations, ensuring issues are properly analyzed, documented, and addressed.- Ensures all relevant documents related to the tickets / requests are maintained, including the client's information.- Identify operational gaps, recurring issues, and process inefficiencies, and recommend improvement actions to supervisors or management.- Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf.- Provides an administrative support service to the Managed Services Client Service Desk team.- Participate in special projects, service onboarding activities, and process enhancement initiatives as assigned.