DAY ONE
Technical Capabilities
• Strong product knowledge
• Trouble-shooting skills
• Process-oriented analytical skills
• Diagnose and isolate problems
• Determine preliminary solutions
• Implement solution
• Properly escalate unresolved incidents to a higher officers
• Track, route and redirect problems correctly
• Recommend procedure modifications or improvements
DAY TWO
Personal Organization
• Master relaxed work environment
• Develop collaborative team spirit
• Positive and optimistic approach to problem solving
• Promptly handle enquiries and requests
• Excellent communication skills
• Care for and focus on quality outcomes.
• Provide feedback and see problems through to resolution
• Ascertain proper recording, documentation and closure on assignments
DAY THREE
Customer Relations Capabilities
• Respond to messages for customers seeking help
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers
• Find natural joy in helping customers
• Work as an equal partner with customers
• Utilise excellent customer service skills and exceed customers’ expectations
