Ticketing Support Executive

Job Description

Dsquares specializes in offering loyalty programs that bring our customers closer to their consumers. Through our different range of solutions, we deliver an end-to-end experience, managing and executing all technical, operational, and commercial aspects of our customers’ loyalty programs. From full loyalty programs, couponing solutions to interactive directory services, coupled with an extensive network of merchants, Dsquares serves some of the most loved brands in the region.<p><br></p><strong>Our People is our Brand – Developing seamless loyalty solutions is only possible when we’ve got a great team on our side. Our culture is open and empowering. If you are passionate and driven, you will fit right in.</strong><p><br></p><strong>About The Role:</strong><p><br></p>As a Ticketing Support Executive, your primary responsibility is to handle client inquiries and provide accurate, valid, and complete information using appropriate methods and tools. Your focus will be on ensuring client satisfaction and achieving First Call Resolution (FCR). You will also play a crucial role in resolving product or service problems by understanding and clarifying client complaints, identifying the root cause of issues, and effectively communicating the best solutions. Timely resolution and follow-up to ensure client satisfaction will be key.<p><br></p><u><strong>Key Duties &amp; Responsibilities</strong>:</u><p><br></p><ul><li>Handle client inquiries and provide accurate, valid, and complete information using the right methods/tools to ensure client satisfaction and FCR.</li><li>Resolve product or service problems by clarifying the client complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem. Expedite correction or adjustment and follow up to ensure resolution.</li><li>Adhere to work schedule and accommodate business requests, including flexible working hours.</li><li>Follow up and adhere to the weekly schedule. Arrange and align with the team leader regarding any required changes, including shift swaps, break moves, day-off swaps, or leaves.</li><li>Accept responsibility for meeting communicated targets, such as appointment settings. Track the daily indicators related to maintaining service quality and increasing efficiencies. Validate and justify whenever any indicator experiences a wide variation or fails to meet the benchmark.</li><li>Meet individual key metrics and KPIs by ensuring your own indicators are within the accepted ranges. Validate the KPI and justify whenever any indicator experiences a wide variation or fails to meet the benchmark. Accept or reject the performance achievement report fixed by the team leader and discuss the justifications in a one-on-one meeting.</li><li>Participate in individual and team training/meetings to update knowledge.</li><li>Flag issues and concerns that require escalation. Share your vision regarding any solutions that might enhance client experiences and alert about any technical outage preventing the proper application of required procedures.</li><li>Maintain confidentiality of company and client data.</li><li>Adhere to company policies and procedures.</li></ul><p><br></p><strong>Required Skills &amp;Abilities:</strong><p><br></p><ul><li>Very good English Level</li><li>Excellent using Microsoft Office Programs ( PowerPoint &amp; Excel )</li></ul><p><br></p><u><strong>Education &amp; <u>Experience</u>:<p><br></p><ul><li>Minimum 1 Year Experience in handling tickets or complaints</li><li>Bachelor Degree</li></ul><p><br></p><strong>Benefits:</strong><p><br></p><ul><li>Private Medical Insurance &amp; life cover.</li><li>Transportation &amp; Mobile Allowance Benefit.</li><li>Annual profit share.</li><li>Hybrid working environment.</li><li>Inclusive working environment with enhanced maternity and paternity benefits.</li><li>Work and organizational culture which values learning.</li><li>Regular perks such as company social, wellbeing &amp; CSR events.</li><li>Your Birthday Off.</li><li>Extra day of leave for every year of completion.</li></ul></strong></u>