Customer Service Assistant

Job Responsibilities :

• Validate and review employee contact information regularly.
• Follow up with relevant teams to correct or update missing/invalid contact data in the system.
• Extract employee lists from SAP Integration regularly.
• Review and validate employee email and phone numbers before using them for communication.
• Enter call outcomes and feedback notes into SAP or internal trackers.
• Maintain daily logs of sent emails (welcome, POC update, birthday, etc.
• Tag and organize employee records by status (new, in-contact, unreachable, etc.
• Manually input chatbot query summaries into a support tracker, if needed
• Notify the Team Leader of invalid or incorrect phone numbers for corrective action.
• Ensure that all tasks are completed within the required service level agreement (SLA) times.
• Ensure that all employee data is regularly updated in SAP Coordinate with the IT & SAP team to ensure the SAP system is functioning optimally for data extraction and input.
• Test and troubleshoot any issues in the communication tools used (example: WhatsApp, email system).
• Attend regular training sessions on system updates, customer service practices, or team management.
• Ensure that employee data is handled with utmost confidentiality and in compliance with regulations.
• Ensure that all communication is consistent with the company’s confidentiality and privacy policies.

Qualification :

• Bachelor's degree in a related field.
• Fresh - 2 years of Customer Service experience.
• Proficient in MS Office.
• Strong communication, interpersonal, and organizational skills.
• Ability to handle sensitive matters with discretion and confidentiality.

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