Company : Shell Infotech Position : Incident Problem Co-ordinator Exp : 2- 6 Years Location : DAH Type : Contract for 1 Year (Renewable Based on performance)
JD As Below : • Fresh graduate with a diploma in Computer Science / Info-Comm Technology, or candidates with some relevant Incident / Problem work experience • Candidate must be able to work in a 24/7 environment according to a 12-hour shift roster • Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix. • Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed. • Reroutes misdirected incidents and problems which have not been handled in a timely manner. • Escalates issues in a timely and appropriate manner. • Identifies incidents and problems which need special attention or escalation. • Identifies exceptions and deviations, as well as management of these situations. • Notifies participants in the process when standards and procedures are not being followed. • Facilitates the resolution of issues with items not complying to process. • Oversees creation and availability of process reports and analyzing reports. • Oversees completeness and integrity of information collected to conduct daily operations. • Establishes measurements and targets to improve process effectiveness and efficiency. • Acts as an escalation focal point for all roles involved in the process. • Card and key issuance management for secured room. • Carry out tasks assigned by the team manager, which help to prevent potential incidents. • Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager. •
Shell Infotech is a leading Information Technology (IT) Consulting as well as IT Staffing Services provider headquartered in Singapore.
With over a decade of experience and 700+ employees working across multiple locations, we are able to leverage this vast expertise to deliver real value for our customers in the fields of IT Staffing, SAP Services, Enterprise Applications & IT Managed Services.
Singapore - Malaysia - India - Dubai
Founded in 2002, Shell Infotech has grown as the most preferred destination for employers and job seekers alike. We make mutually beneficial professional connections happen, delighting our esteemed clients and providing great opportunities to our candidates. We exist to nurture and enhance such connections where passion and purpose come together.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases