To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues, if any, and to ensure the quality of output and accuracy of information is maintained
Key Accountabilities:
Handle customer requests with the support of clearly defined scripts and processes
Adhere to the Service Level Agreements specified by the client / process
Ensure adherence to time schedules
May have the authority to release and verify funds across a variety of systems used by the department
Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
Ensuring that all unresolved cases / queries are allocated to the respective areas
Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
Adhere to organizational wide information security policies and procedures
Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
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