Customer Focus handled approximately 50 calls daily, providing accurate and satisfactory solutions to their queries and concerns, while striving to meet the dedicated service level agreement (SLA).

Create a ticket according to the veracity of the customer’s issue with the services purchased from the company.

Respond and provide updates to the customer’s issue on the status of the repairs and isolation promptly through email.
Manage Ticket workload through effective prioritization and escalation (as necessary) to the appropriate workgroup or repair team to expedite the resolution of the customer’s issue as quickly as possible, and to meet or exceed customer expectations.
Make an outbound call to the concerned customer to gather additional information regarding the issue that has been raised by our support group/repair team. The purpose of this call is to address the customer's frustration regarding the delay in the resolution of their case and to provide them with more options for the next plan of action to speed up the resolution of the issue.

Willing to extend work and render overtime or on a rest day to support manpower requirements during critical days, especially when there is an outage.