Website Vianet Communication Ltd.
Help Desk Executive
Qualification: Bachelor’s running/Complete in management or computer engineering stream.
Experience: Work experience not required but preferred
Contract of Employment: Full-time
Job Location: Dhangadi, Nepalgunj and Surkhet
Skills and Knowledge:
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- You love to listen
- You are customer centric.
- Passion for care, curious to listen and empathetic in nature.
- Enthusiastic and Problem Solver
- Ability to work as part of a team to achieve individual and team results
- Ability to ask prying questions and diffuse tense situations.
- Strong time management and decision-making skills.
- Adaptability and accountability.
- You have the flexibility to work any shift Expected
Job Duties & Responsibilities:
Customer Service:
- Engaging in active listening with customers, confirming or clarifying information and diffusing angry clients, as needed.
- To register the ticket on proper support ticket heading.
- Providing customers with the organization’s service, product, and features information.
- Making sales or recommendations for products or services that may better suit client needs.
- Renewing packages, collecting payment providing bill to customers.
- Handling accounts and billing issues for customers.
- Engage in inactive customer follow-up when required.
- Taking part in training and other learning opportunities to expand knowledge.
- Provide effective resolutions to all the escalated issues.
- Empathize with the customer and build the rapport.
- Correct escalation to upstream and downstream department
- Adhering to all company policies and procedures.
Technical :
- Troubleshoot internet and IPTV issues including on all consumer devices and recommend resolutions to ensure better customer services.
- Troubleshoot and explain Wi-Fi issues to customers
- Router Configuration
- Update firmware on consumer devices
- Correct escalation to upstream and downstream department
- Coordinate with customers and the relevant departments of Vianet in order to schedule field visit at customer premises where required
- Follow up to customers to evaluate service delivery Schedule Adherence
- Participate in on-call rotation schedule for weekends and public holidays
- Participate in over-time schedules if necessary as per the requirements of the company
Application Deadline: 2023-08-06