post:Team Assistant,
Location: Chennai, India
World Bank 11, Taramani Main Road Tharamani, Chennai
Background / General description:
The General Services Department (GSD) provides a wide array of administrative services that Bank group staff need to complete their work on a day-to-day basis. X31010, GSD's central help desk, supports
queries relating to all of GSD's services via phone, email and voicemail, from Bank staff worldwide. The help desk comprises of a 14 member team who work on shifts, 20 hours a day, 5 days a week, Monday through Friday. The help desk staff provide tier I support to clients and resolve almost 80% of the queries received. The rest are resolved by coordinating with the tier II support staff from the respective GSD business units located in Washington.
Closing Date: Friday, 31 May 2013
Work Timing : Night Shift
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.
Duties and Accountabilities:
Selection Criteria:
Qualifications:
Problem Solving:
Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
Listen to a caller, explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure.
Categorize an incident correctly for call tracking and logging purposes
http://unjobs.org/vacancies/1368980911435
Location: Chennai, India
World Bank 11, Taramani Main Road Tharamani, Chennai
Background / General description:
The General Services Department (GSD) provides a wide array of administrative services that Bank group staff need to complete their work on a day-to-day basis. X31010, GSD's central help desk, supports
queries relating to all of GSD's services via phone, email and voicemail, from Bank staff worldwide. The help desk comprises of a 14 member team who work on shifts, 20 hours a day, 5 days a week, Monday through Friday. The help desk staff provide tier I support to clients and resolve almost 80% of the queries received. The rest are resolved by coordinating with the tier II support staff from the respective GSD business units located in Washington.
Closing Date: Friday, 31 May 2013
Work Timing : Night Shift
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.
Duties and Accountabilities:
- Undertake training to establish a basic level of competency, with guidance as needed, to handle calls.
- Provide 1st Tier help-desk support to all Bank staff and their representatives who contact the desk about GSD's services.
- Attempt to resolve requests/issues at the tier I level by using the GSD website, systems, knowledgebase, and all other available resources.
- Ensure that all client requests are recorded and adequately documented according to the processes
- defined on the help desk.
- Coordinate with tier II support groups for resolving complex issues and provide the end resolution to the clients.
- Undertake training on Bank support tools, technologies, and Service order forms.
- Consistently ensure high level of quality (based on parameters defined on the desk) on calls and emails.
- Demonstrate motivated and consistent performance on the desk.
- Adhere to the processes and policies of the help desk.
Selection Criteria:
Qualifications:
- A Bachelors degree.
- Minimum of 1 year experience in direct support to end-users in a International customer support environment.
- Demonstrated customer service, technical and analytical skills
- Basic understanding of service industry, call tracking processes, and using computer applications
- Communication and Customer Service:
- Ability to work effectively as a team member
- Pleasant, professional, and courteous personality
- Excellent verbal and written communication skills
- Excellent administrative skills: organized, efficient, and versatile
- Excellent customer service approach to dealing with people at all levels within the Bank
- Exceptional ability to diffuse volatile situations when distressed or irate customers call for support
Problem Solving:
Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
Listen to a caller, explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure.
Categorize an incident correctly for call tracking and logging purposes
http://unjobs.org/vacancies/1368980911435
