IT Service Desk Lead (Outsource)

Job Responsibilities 

• Train and oversee the Service Desk team in providing customer service while ensuring that the team meets organizational goals.

• Develop and implement operational processes aligned with customer service policies and procedures.

• Manage and resolve escalated customer complaints and inquiries.

• Efficiently handle Incident Management to ensure smooth operations.

• Effectively manage the team’s workload in alignment with call trends and volume.

• Analyze customer feedback and develop strategies to improve the customer experience.

• Prepare reports and analyze customer service data.

• Comply with company regulations and standards.

Job Qualifications:

• Minimum of 5 years of experience in customer service.

• Excellent communication skills and the ability to resolve issues effectively.

• Proficiency in customer service software and CRM systems.

• Strong team management skills and the ability to work under pressure.

• Customer-focused mindset with high integrity.

• Ability to manage teams and ensure service quality in line with company standards.

• Ability to handle high-pressure situations and work beyond regular hours, including 24/7 standby support when required.

• Strong coordination skills to work efficiently with internal and cross-functional teams.

• Quick thinking and problem-solving abilities to address urgent issues effectively.

                               "Great Job, Great Working Environment, Great Benefit is waiting for you"

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                                                        or call for more details at “02-•••-•211”

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