Customer Service Representative

Responds to customer queries (inbound and outbound) in friendly, professional and supportive way

Ensures compliance with agreed KPIs

Demonstrates politeness, poise, dignity and emotional maturity in handling calls; handles difficult cases with required frequency and quality

Deals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customer

Identifies the nature of customer’s enquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilities

Cleary communicates reasons for concerns/ issues to the customer and maintains contact

Forwards more sophisticated/ complex questions/ requests (e.g. ITSD, Complaint Management) to Second Level for further escalation.

Escalates customer issues to Team Leader or Back Office Team if satisfactory outcome for the customer cannot be achieved via standard procedures

Identifies sales opportunities and informs the customer of relevant products and services if applicable

Keeps records on all customer requests in order to ensure reliable and timely tracking of customer requests

Ensure positive corporate image ensuring compliance with company's policies, procedures and guidelines