Job Description
Serve as the first point of contact for all customer operational issues and requests.
Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
Ensure clean escalation and closure notes for every ticket.
Coordinate with Product Support and Engineering for deeper investigations on complex issues.
Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
Participate in daily and weekly service review cadences and contribute to operational reporting.
Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.
Key Outcomes / KPIs
SLA adherence – response and resolution targets met consistently.
Ticket quality – proper categorization, reproducible issue detail, correct routing.
First-contact resolution rate (where applicable).
Customer communication quality and timeliness.
Volume of open vs. closed tickets per reporting period.
Internal escalation response time and follow-through rate.
Requirements
BSc in Accounting / Accountancy or a similar numerate discipline will be preferred.
2+ years of experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or Product Support role.
Strong problem-solving and communication skills with familiarity with ticketing tools and service processes (ITIL-aligned discipline).
Ability to handle pressure and manage multiple customers concurrently.
Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).