Reporting to the Team Leader
Role Summary:
Support and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller.
Key Work Outputs and Accountabilities:
Customer Service Complaint Handling Web & Chat Outbound Customer Feedback Support ( Performance indicator)
Call monitoring indicators
Telephony Performance
Volumes of Inbound calls handled
Volumes of outbound calls
Average duration of calls
Accuracy of log updates
Complaints
Customer satisfaction
Average speed to completion
Call monitoring Scores
Speed of responses to emails
Email response accuracy
Chat quality and responses
Obtain scores for service provided and detailed feedback
Skills and Competencies:
Does what they say they will do to delight customers and achieve our goals every day
Understands the customer better than anyone
Ensures all activities and decisions make life better for customers We value productive, long lasting relationships with our colleagues and customers. Work Level 1s (and everyone in the company) communicates well.
Keeps colleagues and customers informed about changes that affect them
Listens to people’s needs and concerns, and act on what they tell us
Is honest, focused and straightforward in conversations.