Customer Service

Information Technology Group s.a.l. (Holding)

Greet walk-in customers and handle incoming calls, emails, and all other communication platforms (WhatsApp, Samsung Chat tool, ). Receiving Items at Service Center, Understand customer issues, and explain service procedures clearly. Issue a service receipt / job order to the customer. Follow-Up & Call Monitoring. Update customers on repair progress. Escalate critical or repeated issues to the Service Supervisor or Manager. Item Handover & Call Closure. Ensure all received and delivered items are properly logged. Coordinate with Technical team, stock department, and Warranty & claims team. Handle customer complaints calmly and professionally. Perform Data entry. Invoicing. Conducting satisfaction phone surveys. To be successful in most of the tasks listed above in the JD before the end of probation period (at least 80% satisfaction rate from direct manager). All the training needed will be delivered internally on systems, operation, and procedures.