Key Accountabilities
- Through incoming customer emails and phone calls, provide information about services, take, enter and process orders, answer email regarding invoices status and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
- First touch issue resolution - owning and investigating customer generated issues across all our products, in an end-to-end process in our customer’s journey, using critical thinking to identify solutions, escalating to the relevant team or relevant Department where first touch resolution is not possible.
- Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:
- Invoice related questions, order related questions, services, customer data and inventory administration, support for our online platforms:
- Service customer queries via Live Web Chat on Communities
- Provide support in solving Disputes and escalations that might impact the collection process
- Maintain a comprehensive product knowledge
- To promote a ‘customer first’ approach to all activities carried out.
- To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas
- Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.
- Effective case management in adherence with agreed SLA’s
Qualifications:
- English Language B2+ skills
- French Language C1+ skills
- Good written and oral communication skills
- Good interpersonal skills
- Flexible and customer first team player
- Computer literate – Microsoft Office/G Suite
- Confident in multi-tasking
- Basic level of technological understanding