Service Management Support (Contract)

Team and Position Summary

The Service Hub division at BCS provides comprehensive support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, regulatory reporting, secure certificate management, timely issue resolution and service processing, as well as service excellence.

The Service Management Support will be the first level of contact for external customers and is responsible for manning the service desk. In addition, the incumbent will provide support to the team lead in delivering the division's strategies and objectives.

Key Responsibilities

• Manage the service desk and deliver excellent & consistent level of customer service via various touch points i.e. emails and phone
• Oversee the certificate management process, including processing applications / requests, preparing & sending notifications, arranging appointments, and onboarding new participants while maintaining accurate records
• Prepare billing reports for Finance to facilitate invoice generation
• Ensure the continuous maintenance and replenishment of daily inventory essential for fulfilling user requests
• Ensure adherence to established procedures and controls
• Ensure prompt follow-up and resolution of any reported issues

Requirements

Education and Experience

• Diploma in any discipline or “A” Level with experience

Skills and Knowledge

• Proficient in Microsoft Office Suite
• Good communication and presentation skills
• Attention to details, demonstrate good analytical and problem-solving skills
• A self-starter, resourceful and active team player
• Customer-oriented and with good interpersonal skills