Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Do

- Professionally handle incoming calls from customers and ensure that issues are resolved both promptly and thoroughly
- Demonstrate patience in all customer interactions, including maintaining a pleasant and professional tone
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Maintain broad knowledge of client products and/or services
- Offer additional products and/or services as needed
- Prepare complete and accurate work including appropriately notating accounts as required
- Track, document and retrieve information in call tracking database
- Ensure service delivered to our customer meets contractual Key Performance Indicators (KPIs)
- Handle inbound and outbound calls according to defined quality, standards, policies and procedures
- Deliver excellent customer service and ensure customer satisfaction in all calls
- Ensure accurate documentation of each call
- Attend to customer queries, concerns and complaints and provide first time call resolution
- Escalate calls to proper parties following proper protocols
- Ensure compliance to all company policies and procedures
- Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
- Keep all company information which includes customer information confidential and secured
- Participate in activities designed to improve customer satisfaction and business performance

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• Customer service orientation
• Excellent English communication skills (verbal and written) with neutral accent
• Active listening skills
• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
• Teamwork
• Reasonable analytical skills
• Situation handling skills
• Good motivational fit (job, organization, location)
• Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required by business exigencies

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver