Call Centre Executive

Responsibilities

• We are seeking a highly motivated and customer-oriented Customer Service Executive (Call Center) to join our team.
• The incumbent will be responsible for managing inbound and outbound customer interactions through phone and email.
• Ensure timely case logging within the IT Service Management (ITSM) system and coordinate service delivery with Field Service Engineers (FSEs).
• Generate reports, comply with established service standards, and provide administrative support as required.
• Handle incoming calls and emails from customers in accordance with established Service Level Agreements (SLAs).
• Accurately log, track, and update service requests, incidents, and tickets within the ITSM portal.
• Dispatch and coordinate Field Service Engineers (FSEs), ensuring service orders are assigned promptly and effectively.
• Register customer interactions in the service management system, following defi...