Ticketing Support Executive

Dsquares is more than just a loyalty program provider; our expertise lies in crafting loyalty solutions to give an unforgettable experiences that keep customers coming back for more. From concept to execution, we handle the entire loyalty journey, turning brands into beloved obsessions.

With our tech-savvy team and a passion for innovation, we're not just building programs; we empower businesses to build lasting relationships with their customers. 

Our team is the heart of Dsquares. We believe that exceptional people create exceptional solutions. Our culture is built on openness, empowerment, and a shared passion for delivering extraordinary customer experiences. Join us and be part of a team that’s redefining loyalty programs.

More than rewards, we create experiences. And more than customers, we build advocates.

About The Role:

As a Ticketing Support Executive, your primary responsibility is to handle client inquiries and provide accurate, valid, and complete information using appropriate methods and tools. Your focus will be on ensuring client satisfaction and achieving First Call Resolution (FCR). You will also play a crucial role in resolving product or service problems by understanding and clarifying client complaints, identifying the root cause of issues, and effectively communicating the best solutions. Timely resolution and follow-up to ensure client satisfaction will be key.

Key Duties & Responsibilities:

• Handle client inquiries and provide accurate, valid, and complete information using the right methods/tools to ensure client satisfaction and FCR.
• Resolve product or service problems by clarifying the client complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem. Expedite correction or adjustment and follow up to ensure resolution.
• Adhere to work schedule and accommodate business requests, including flexible working hours.
• Follow up and adhere to the weekly schedule. Arrange and align with the team leader regarding any required changes, including shift swaps, break moves, day-off swaps, or leaves.
• Accept responsibility for meeting communicated targets, such as appointment settings. Track the daily indicators related to maintaining service quality and increasing efficiencies. Validate and justify whenever any indicator experiences a wide variation or fails to meet the benchmark.
• Meet individual key metrics and KPIs by ensuring your own indicators are within the accepted ranges. Validate the KPI and justify whenever any indicator experiences a wide variation or fails to meet the benchmark. Accept or reject the performance achievement report fixed by the team leader and discuss the justifications in a one-on-one meeting.
• Participate in individual and team training/meetings to update knowledge.
• Flag issues and concerns that require escalation. Share your vision regarding any solutions that might enhance client experiences and alert about any technical outage preventing the proper application of required procedures.
• Maintain confidentiality of company and client data.
• Adhere to company policies and procedures.

Required Skills &Abilities:

• Very good English Level

• Excellent using Microsoft Office Programs ( PowerPoint & Excel )

Education & Experience:

• Minimum 1 Year Experience in handling tickets or complaints

• Education: Possess a Bachelor's degree.

• Comprehensive Wellbeing: Enjoy peace of mind with our private medical insurance and life cover, plus extra days off for every year you're part of the team.
• Financial Growth: Reap the rewards of your hard work with our annual profit share and competitive compensation packages.
• Work-Life Balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.
• Continuous Development: Expand your horizons through our commitment to learning and development opportunities.
• Perks and Privileges: Celebrate your journey with us through birthday offs, mobile allowances, transportation support, and a host of other employee-centric perks.