Role & responsibilities
Be responsible for delivering a high quality, customer-driven, support service to resolve customer enquiries at the first point wherever possible.
Demonstrates confidence and willingness to resolve customer requests or queries.
Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially significant during each customer support engagement.
Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer.
Manage all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving agreed operational targets.
Can interact effectively with the personnel, tools & resources in the Customer Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)