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