Job Description
The purpose of this role is to deliver excellent customer service in addressing customer queries/concerns received either from voice or non-voice communication platforms. The resource is expected to document/log all customer interaction accordingly and produce quality service in accordance to set guidelines and key performance indicators.
Main accountabilities
• Answers customer issues/concerns using voice/non-voice communication tools.
• Assesses customers' needs/requests by gathering information, doing research and solving customer issues based on standard processes
• Provides pieces of information needed/requested by customers regarding products and services
• Communicates appropriate options needed in order to provide timely resolution
• Documents/Logs all customer interactions in accordance to quality standard
• Coordinates with higher level of support for challenging/non-L1 type of concerns for resolution