Control Center Specialist

Job Description

As a Control Center Agent, located at our office, your primary goal will be ensuring client satisfaction. In this role, you will be the first point of contact for our customers, serving as a crucial resource and liaison between clients, vendors, and senior management to quickly identify and resolve any issues.

**About the job**

You’ll be integral to delivering exceptional post-sales support, working closely with various teams to ensure seamless service delivery and client satisfaction.

**In this role, you will**

Receive client calls and accurately log them into our call management systems.
Verify client eligibility to determine the appropriate level of support.
Manage exceptions related to parts ordering.
Oversee the scheduling and dispatch of Field Engineers and Business Partners for on-site client support.
Ensure client satisfaction by providing timely callbacks and case updates.
Serve as the central point of contact for post-sales support, coordinating with clients, Remote Technical Support, Service Delivery Managers, Field Engineers, and Business Partners.

**Requirements**

Bachelor’s Degree.
Support day-to-day service delivery, ensuring compliance with operational metrics and quality standards.
Utilize strong communication skills to effectively engage with external customers.
Demonstrate flexibility to work in different shifts as required.
Collaborate with the operations team to implement process improvements, ensuring consistent and efficient service delivery.
Contribute to transformation initiatives under the guidance of senior team members.
Proficiency in English, both written and spoken.
Ability to work shifts to support hours of operation (24×7 rotational shifts).
Excellent communication skills, problem-solving ability, and a strong focus on providing exceptional customer service.

**Benefits**

We are committed to creating a supportive environment where you can thrive professionally.