Service Desk Agent

Job Description Essential Job Functions • Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel. • Researches customer inquiries and responds to appropriate parties in a timely manner. • Records calls, processes requests and updates account history with results of inquiry to include proper documentation. • Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements. • Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information. • Interfaces with team personnel, management, and customers in reference to customer service issues. • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management. • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. • Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement. Basic Qualifications • High school diploma or G.E.D. • Four or more years of customer service or other telephone experience • Experience working with organizational functions and personnel • Experience working with computer software, and telephone technology • Experience working with and skilled in the use of help desk software Other Qualifications • Business and analytical problem solving skills • Communication skills • Ability to work independently • Ability to follow oral and written directions Work Environment • Office environment ( Petaling Jaya Office ) • May require shift work