Service Desk Agent - Customer Support Executive

Apprentice About the role As a Service Desk Agent within ContactOne, you will be the first point of contact for employees and clients seeking support through phone, email, chat, and the self-service portal. Your main responsibility will be to listen carefully, understand the customer's request, communicate the next steps clearly, and provide a positive support experience. This is an entry-level opportunity. Previous Service Desk experience is not mandatory. We are looking for fresh graduates with strong English communication, empathy, confidence, a willingness to learn, and a genuine interest in customer service. Training will be provided on support processes, tools, knowledge articles, and ticket handling. Key responsibilities Respond professionally and courteously to customer inquiries received through phone, email, chat, and the self-service portal. Listen actively, ask relevant questions, and confirm your understanding before offering guidance or taking action. Explain solutions and next steps in simple, clear, and customer-friendly language. Show empathy and patience, especially when supporting customers who may be frustrated, concerned, or unfamiliar with technology. Use approved procedures and knowledge articles to resolve common inquiries at the first point of contact whenever possible. Create and update tickets accurately in ServiceNow, including the customer issue, troubleshooting completed, outcome, and next steps. Transfer or assign tickets to the appropriate support team when specialist assistance is required, while keeping the customer informed. Follow ticketing standards, data privacy requirements, schedules, and agreed Service Level Agreements (SLAs). Work collaboratively with colleagues and support teams, share knowledge, and ask for guidance when required. Participate actively in training, coaching, role plays, knowledge sessions, and continuous improvement activities. Remain flexible to support rotational shifts, weekends, or public holidays based on operational requirements. What we are looking for A recent graduate or candidate who is good at customer service, a contact centre, technical support, retail, hospitality, or a similar customer-facing environment based role. Strong spoken and written English, with the ability to communicate clearly, politely, and confidently. Good listening skills and the ability to ask structured questions to understand a customer's needs. A customer-first mindset, with empathy, patience, ownership, and a positive attitude. Comfort with basic computer use, including email, web browsers, Microsoft Office applications, and learning new systems. Basic problem-solving skills and the ability to follow instructions, processes, and knowledge articles. Attention to detail when documenting information and providing updates. A collaborative mindset and willingness to receive feedback, learn quickly, and improve continuously. Ability to remain calm and professional during difficult or high-pressure conversations. Flexibility to work in shifts according to business requirements. What will help you succeed Use a simple communication structure: acknowledge the customer, clarify the request, explain the action, confirm understanding, and close professionally. Take ownership of every interaction, even when the request needs to be transferred to another team. Adapt your language to the customer's level of technical understanding and avoid unnecessary jargon. Be curious and comfortable learning from feedback, coaching, ticket reviews, and customer interactions. Balance communication quality with accurate process execution and timely ticket handling. Education and language requirements Bachelor's degree in engineering , or an equivalent relevant qualification. Fluent English, both spoken and written. Knowledge of German, Japanese, Portuguese, or another language is an advantage, but not mandatory. About the team Customer Service is part of Swiss Re's Group Digital Transformation department and provides efficient customer care across multiple channels. ContactOne acts as a single point of contact, helping Swiss Re employees and clients access support across technology and other business services. The team values collaboration, inclusion, continuous learning, and high-quality customer experiences. Why join Swiss Re? You will join an inclusive and supportive environment where fresh thinking is encouraged. You will receive structured learning opportunities, practical exposure to customer service and digital support tools, and the chance to build a strong foundation for a career in Service Management, Customer Service, or Technology Support. Bring your authentic self, your willingness to learn, and your passion for helping people. About Swiss Re Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 15,000 employees across the world. Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability. If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience. We may use AI-powered tools to support the review and evaluation of applications for this position. These tools provide additional insights to our recruitment teams, but all hiring decisions are carefully reviewed and made by people. To learn more about how we use AI in recruitment and how we handle your personal data, please review our Data Privacy Statement before applying. Keywords: Reference Code: 139856 Experience Level Entry Level