Ticketing Manager

Desired candidate profile: Experience: 7-8 yearsQualification: Diploma in Civil (DCE)Proven experience in Civil Maintenance, Construction Quality, Customer Service or a similar role.Good communication skills, both verbal and written.Strong problem-solving abilities and attention to detail.Empathy and patience in dealing with customer concerns and complaints.Ability to multitask in a fast-paced environment.Key Responsibilities:Ticket Management:Receive, log, and prioritize customer inquiries, issues, and complaints through ticketing software.Assign tickets to appropriate personnel for resolution based on nature and urgency.Monitor ticket status and follow up with customers to ensure timely resolution.Customer Interaction:Interact with customers via email, phone, or chat to gather necessary information and provide updates on ticket status.Address customer concerns empathetically and professionally, striving for first-contact resolution whenever possible.Escalate unresolved issues to higher-level support as needed.Accurately record customer interactions, actions taken, and resolutions in system.Collaboration:Collaborate with other Engineering team to resolve customer issues efficiently.Provide feedback to Engineering team regarding recurring issues or trends identified through ticket analysis.Quality Assurance:Ensure adherence to company policies, procedures, and service standards in all customer interactions.Continuously seek opportunities to improve service quality and customer satisfaction. PRB