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naukri

Digital Associate - Customer Support

Axios International Consultants
Dubai, UAE
Senior
2 months ago
Customer Service ExcellenceComplaint ResolutionTechnical SupportEmpathy and PatienceCommunication SkillsCRM Software (e.g.
Free

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Key skills for this role

Customer Service ExcellenceComplaint ResolutionTechnical Support
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Customer Success

  • Serve as the first point of contact for the Service Desk, handling all incoming user queries.
  • Receive, analyze, and categorize incoming requests, maintaining a high level of organization and service quality.
  • Ensures timely resolution of incidents in accordance with agreed SLAs.
  • Assign Level 1 Support tasks among the team of customer representatives, including handling some tasks directly.
  • Act as a Business Analyst to clarify requirements and determines the most appropriate courses of action for Level 2 tickets, escalating to Level 3 Support when necessary, including:
  • Collaborating with the Business team to fully understand requirements and context.
  • Defining the scope of work, identifying the best point of contact and the most effective resolution approach.
  • Working closely with the Project Management team to design and coordinate solutions.
  • Demonstrate excellent communication skills and strong attention to detail when handling user inquiries

Data Management

  • Receive and analyze datas sets, alert inconsistencies to the program team.
  • Coordinate with the program teams, ensuring regular communication of status and deliverys timelines.
  • Clean, correct, or update data entries as needed.
  • Promote best practices for data recording and deliverys across teams.
  • Create reports and analysis that provides insights to improves operations.

Regular And Daily Tasks

  • Participate in frequent briefings and stand-ups with the Digital team to discuss updates, opportunities, challenges, and areas for improvement.
  • Support the definition of functional specifications for new features, identifying potential challenges and proposing solutions
  • Contribute to the preparation of reports for Axios Leadership.

Mandatory Requirements

  • Attending and completing Pharmacovigilance, Pharma and Product Training provided by the Client with a clear understanding of how to collect and report safety data. (as required)
  • Reporting any adverse events/product complaints as per client s requirements and/or Axios SOPPs.

Relationships

  • Report to the Head of Digital with a dotted line to a Digital Consultant in charge of the Service Desk
  • Project Team Leaders including Axios regional and global staff.
  • Global need for excellent communication skills.

Competencies

  • Concern for order, structure, and quality
  • Adaptability and flexibility
  • Continuous improvement
  • Communication and Teamwork br>

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