We are currently seeking a Customer Service Center (CSC) Analyst to join our team in Makati City, Philippines. CSC Analysts provide SAP first level support to our worldwide development centers. In addition to technical and analytical expertise, the ability to excel in a global team environment, effectively communicate and achieve results is critical in this role.
Job Description:
Ticket processing analysis and dispatch:
Monitors and processes incoming messages and emails
Creates tickets for customers logging issues through phone or email
Dispatches tickets to appropriate consultants when necessary
Ticket process monitoring:
Checks open, urgent and highly visible tickets and makes sure tickets are processed in a timely manner
Monitors and processes tickets that have long processing times and ensures that tickets are resolved
Monitors SLA and ensures that the initial reaction time is met
Clarifies issues and concerns on any new processes implemented within CSC
Team Ticket Process Compliance:
Ensures all relevant fields in the ticketing tool are correctly populated and compliant according to the customers’ guidelines
Records all hours in the AR tool or equivalent ticketing tool
Expert knowledge on the use of the Global Project Management Tool
Generates reports as required
Attends all meetings as scheduled by CSC team lead and/or SAP counterparts including: regular daily, weekly and quarterly meetings and emergency meetings
Consistently resolves tickets with the proper reaction and solution times
Generate reports for administrative purposes
Other related tasks maybe assigned from time to time. This job description is designed to cover or contain a general listing of activities, duties or responsibilities that are required of this position.
Additional duties and responsibilities may be added as required.
msg global solutions offers highly competitive compensation packages including paid leaves, 13th month pay, medical and insurance benefits together with the mandated statutory benefits. msg global solutions is an equal opportunity employer. ????
Position requirements:
Candidate must possess at least a Bachelor’s or College Degree in one of the following areas: Business Studies, Administration, Management, Commerce, Economics, Finance, Accounting, Banking, Humanities, Liberal Arts or equivalent.
At least two years working experience in the related field is required for this position.
Applicants must be willing to work in Makati City.
Preferably one to four years experience specializing in customer service or related industry.
Must know how to use the Global Project Management tool and if needed, conduct training
