Service Excellence Specialist

2 days ago


Petaling Jaya, Selangor, Malaysia VitalAire Canada Inc. Full time
Job Summary

This role is responsible for managing multiple geographically diverse Service Desk locations that operate on a 24/7 basis. You will be accountable for improving performance and efficiency in Key Performance Indicators such as First Call Resolution, Speed to Answer, Customer Satisfaction Rating, Abandon Rate, Ticket Aging, Routing Accuracy/Error Control/Continuous Improvement.

The ideal candidate will have strong analytical skills, with experience in data analysis and reporting. You will also be expected to work closely with other departments to ensure alignment and effective communication.

Responsibilities
  • Manage multiple geographically diverse Service Desk locations.
  • Improve performance and efficiency in KPIs.
  • Work closely with other departments to ensure alignment and effective communication.


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