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Responsibilities:

• Provide an efficient and high-quality service interacting with clients primarily through the Regulatory Services (RS) Portal triaging and routing all queries (system and non-system related) to the appropriate team/individual as required managing cases
• · Act as the primary interface between the client and BSI for system queries by:

– Accurately logging the client system query
– Raising an IT ticket and case number for IT to resolve
– Capturing the details of the query from the client that will enable IT to diagnose and resolve the query
– Driving and tracking the resolution of the ticket against the client and IT SLAs keeping in close contact with IT
– Keeping the client informed of status and progress to resolution

• Act as the primary interface between the client and BSI for system queries by:

– Accurately logging the client system query
– Raising an IT ticket and case number for IT to resolve
– Capturing the details of the query from the client that will enable IT to diagnose and resolve the query
– Driving and tracking the resolution of the ticket against the client and IT SLAs keeping in close contact with IT
Keeping the client informed of status and progress to resolution

• Handle client complaints in relation to the portal utilizing existing procedures taking corrective action and escalating as required
• Develop and maintain a sufficient working knowledge of the relevant internal systems to enable service delivery

Education/Qualifications:

• High School Diploma
• IT literate and competent in the use of the Microsoft suite of tools specifically Excel and PowerPoint.
• Service management background with experience in client facing service support and managing client queries
• Excellent written and verbal English communication skills