Deskripsi Pekerjaan
Join Concentrix's dynamic Support and Leadership Team as a Service Call Coordinator / Ticket Analyst and elevate your career to new heights! We're seeking a detail-oriented professional to manage service calls, analyze tickets, and ensure seamless resolution of client issues. In this pivotal role, you'll be the backbone of our operations, coordinating between internal teams and external vendors to deliver exceptional customer experiences. Concentrix offers a collaborative environment where your analytical skills and problem-solving abilities will directly impact customer satisfaction and operational efficiency. If you're ready to unleash your full potential and grow with a global leader in customer experience management, this is your opportunity to shine.
Tanggung Jawab
- Manage and assign incoming service calls to appropriate teams based on priority and expertise
- Analyze tickets to identify root causes, determine urgency, and categorize issues
- Coordinate cross-functional resources to ensure timely resolution of complex technical problems
- Maintain detailed ticket documentation and track resolution metrics
- Communicate proactively with customers regarding service status and resolution timelines
- Collaborate with vendors and external partners to escalate unresolved issues
- Generate performance reports and identify process improvement opportunities
Kualifikasi
- High school diploma or equivalent; college degree preferred
- 1-2 years experience in customer service, call center, or ticket management
- Strong analytical skills with ability to interpret complex technical issues
- Proficiency in CRM systems and ticketing platforms (e.g., Salesforce, Zendesk)
- Excellent written and verbal communication skills in English
- Ability to multitask and prioritize in fast-paced environment
- Basic knowledge of ITIL or service management frameworks