Customer Service Representative

JOB SUMMARY:
Responsible for the creation, analysis, processing, and coordination of tickets according to the CSC defined processes.

DUTIES AND RESPONSIBILITIES:
1. Ticket Analysis and Dispatch
a. Process incoming requests/emails and tickets
i. Create tickets for requests received via mail and phone
ii. Create accumulative tickets on a monthly and weekly basis
iii. Update tickets with new information from customers or processors
iv. Dispatch tickets received via Service Market Place
i.e. SLA Monitor
v. Dispatch ticket to respective analyst if necessary
2. Coordination and Monitoring
a. Monitor SLA for open and un-dispatched ticket and ensure that initial reaction time is met
b. Inform Consultants and Managers of urgent and high visible tickets and make sure that said tickets are processed
3. Process Compliance
a. Ensure all relevant field in ESP/BCP/msg are correctly populated and compliant according to ISAE 3402 guidelines
b. Inform consultants of tickets that have long processing time and ensure that tickets are updated
c. Follow up reporters on their open issues to ensure requests are attended by processors on time
d. Assist msg consultants on any process-related questions and concerns
4. Report Generation
a. Generate reports for CSEM on a daily and monthly basis
5. Administrative Responsibilities
a. Record all hours in the Global AR Tool or equivalent ticketing tool on a daily basis
b. Submit accomplished tickets to leads on a daily basis
c. Other related tasks that maybe assigned from time to time

WORKING CONDITIONS:
Work Place: MSG Global Offices/Client Site Work Schedule: Shift Schedule

JOB SPECIFICATIONS:
Minimum Education Required: College Graduate
Required Certifications, if any: None
Min No. of Years of Relevant Work Experience: 2 Years
Required Industry Experience: Customer Support/Service Required Product/System Experience: Office Applications Required Role/Function Experience: Customer Support