IT Customer Experience Specialist

To provide a seamless and positive eXperience for our customers who contact us via multiple channels.Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests.Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs). What you will be working onProvide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge base for customer experience organization and customers.Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs. The ideal candidateCustomer oriented mindset, highly accountable, agile, and results oriented.Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.High aptitude for learning and developing skills in his/her areas of specialization.Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment .Develop organizational and communication skills.Taking ownership and driving end to end resolution while keeping the customer updated.