Job Purpose:

Provide exceptional customer service, support, communication, answering customer queries and resolving

 complaints.

 

Key Responsibilities:

 

Answer incoming calls and make outbound calls. Handle complaints, provide appropriate solutions and alternatives within the time limits,

and follow up to ensure resolution.

Take customer details and record the request in the ticketing system. Advise the caller of when to expect a first line of response. Allocate the request to the designated Service Provider and inform other concerned parties as appropriate. Be aware of multiple calls regarding the same issue and advise accordingly. Contribute to team effort by accomplishing related results as needed.

 

Escalate issues to concerned parties according to the escalation matrix and inform the caller.

 

Advise on company information

 

If required, closely monitor the progress of all jobs until closed and verify that the Service Provider has completed with

sufficient information on work performed.

Any other customer facing activity as instructed. Support in data management tasks and other tasks given by management.

Skills Required:

Strong command of the English language. Bilingual, a plus! Strong organizational skills, interpersonal skills and a positive attitude Strong verbal and written communication skills. Conflict resolution / problem solving. Strong communication and interpersonal skills. People oriented. Great multi-tasking abilities and attention to detail. Technology savvy.

Qualifications & Experience:

0 – 3 years. Minimum High School Graduate or Equivalent. Excellent interpersonal and customer service skills. Experience working in a call centre or customer support role a plus. Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, and Outlook. Willing to work in shifts.