First-Line Ticket Handling
– Monitor and respond to inbound customer tickets in Zendesk throughout the overnight window
– Acknowledge, triage and resolve queries within agreed SLA response and resolution times
– Categorise, prioritise and tag tickets accurately for downstream reporting
Maintain complete, accurate case notes on every ticket
System Lookup & Information Accuracy
– Retrieve shipment, train, trailer and terminal status information from the client’s Oracle based TMS
– Cross-verify information across systems before responding — accuracy takes precedence over speed
– Identify and flag data gaps, stale records or system inconsistencies to the client’s onshore team
Escalation & Handover
-Escalate issues beyond first-line scope in line with the agreed escalation matrix
– Distinguish clearly between what can be resolved overnight and what must wait for the client’s day shift
– Execute a structured shift handover covering open, escalated and pending cases at the start of the client’s morning shift
Knowledge & Process Discipline
– Follow documented standard operating procedures precisely
– Contribute to and maintain knowledge base articles, macros and response templates in Zendesk
– Surface recurring issues, process friction and automation candidates to the BRAC IT team lead
Service Quality & Reporting
– Meet defined quality standards on tone, accuracy and completeness of written customer responses
– Support periodic service reporting on ticket volumes, response times and recurring themes
– Participate in calibration and quality review sessions with the BRAC IT team lead