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Senior Customer Service SpecialistSyniverse Technologies Asia Pacific Ltd
Senior Customer Service SpecialistSyniverse Technologies Asia Pacific Ltd
Job Highlights
  • customer service
  • operations
  • communication
Job Description

The role:

This position is primarily responsible for providing 1st level Customer Service for all products supported by the department. They will also serve as a Point of contact and Subject Matter Expert (SME) in the Customer Service group. This position will work closely with our customers and the other functional departments to ensure customer issues and inquires are responded to and resolved within the established company guidelines. This positional also involves assisting management in operations within the Customer Service Group Analyze customer’s issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations
Support Customers and Manager by adhering to departmental policies and procedures
Assist in managing day-to-day activities specific towards the obtainment of Customer Service objectives by acting as SME for customer facing issues and escalations
Act as a liaison between the Customer Service Group and other functional departments in support of daily operations
Real Time management of daily service levels and call routing for supported products
Responsible for production, distribution, and analysis of standard and ad-hoc reports from Customer Service Group’s various infrastructure applications (i.e. Analyzer)
May be called upon to assist in oversight of other Level 1 personnel in conjunction with existing management
Function as a liaison and escalation point for all customer issues
Keep abreast of all customer affecting and internal affecting outages
Ensure management is abreast of all issues that may impact supported customers
Escalate to Manager any employee, customer, or departmental issues or concerns
Provide customer support services that enable new business growth initiatives
Participate in the development and rollout of new initiatives and customers
Participate on Product/Project Team Meetings

Requirement:

BA/BS or equivalent work experience
PC experience in a Windows operating environment with strong typing ability
Excellent interpersonal, verbal, and written skills
Demonstrated problem-solving ability
Ability to handle multiple tasks simultaneously
Ability to proactively anticipate customer needs and make recommendations to meet those needs
Proficient in Microsoft Word and Microsoft Excel
Minimum of 5 years experience in the telecommunications industry
Minimum of 5 years customer service experience
Minimum of 5 years experience working in the Customer Support Group
Ability to make sound decisions
Strong leadership skills
Strong customer service skills
Strong written and oral communication skills
Coaching skills highly preferred
Excellent follow up skills
Ability to handle confidential and sensitive matters with discretion

Additional Information
Career Level
Not Specified
Qualification
Not Specified
Job Function
Years of Experience
Not Specified
Employment Type
Full Time
Company details

Syniverse makes mobile work for more than 900 mobile operators, cable and Internet providers, and enterprises in over 160 countries. With unmatched expertise and more than 20 years simplifying the complexities of roaming, messaging and networking, Syniverse serves as the force at the center of the mobile communications universe, keeping people connected today and forging new connections for tomorrow. Nobody knows mobile like Syniverse. For more information, visit www.syniverse.com, follow Syniverse on Twitter or find Syniverse on Facebook.