81109
Dátum začiatku
About the Role
Key responsibilities:
- Provide professional customer support as a 1st contact support for any inquiries received via the ContactOne channels
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
- Responsible for tickets triage to the appropriate expert owner group.
- Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
- Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
- Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
- Participate in implementation of new services and releases for the ContactOne Service Desk readiness
- Adherence to Swiss Re policy and procedures around confidential, personal, and sensitive data.
About the Team
ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g., IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).
Our team based in Bratislava, consists of 10+ agents and a Line Manager with additional teams based in Folkestone, Armonk, Mexico City and Hong Kong. Our Bratislava team is operating in EMEA shifts.