Operation Customer Expert

• Provide one-stop customer support for all services by responding to customer contacts within defined SLAs
  
• Resolving all complaints, concerns and issues in a timely and diplomatic manner.
  
• Conduct activities professionally
  
• Demonstrate knowledge of service standards or service level agreements
  
• Demonstrating knowledge of the impact of providing professional service to Customers.
  
• Understanding the importance and impact of first call resolution (FCR)
  
• Working with the Team leader on performance improvement as an individual and with the team as a whole
  
• Ensuring complaints/concerns are resolved or escalated on time
  
• Determining when a problem requires action from a higher level of authority
  
• Participate in regular team meetings
  
• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up
  
• Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
  
• Updating client comments, complaints, reports and compliments on all relevant Systems
  
• The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs
  
• Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases
  
• Take full ownership of customer cases that land and handover unresolved cases at end of day
  
• Confirm client information and update on existing database. 
  
• Enhance customer loyalty and upsell accordingly.
  
• Record information on the reason for contact – service request, enquiry or complaints. 
  
• Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.
  

• Understand and adhere to policies, guidelines and procedures about ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement. 
  
• Protect company assets, systems, proprietary and confidential information in accordance with the company's Confidentiality policy and Corporate Information Security Policies and Procedure
  
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process. 
  
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and state/national requirements
  

Requirements

Requirements