Process customer and internal requests promptly within SLA while adhering to approved SOPs, maintaining quality standards, and delivering accurate, timely, customer-focused service.
Manage customer service experience by creating a supportive customer satisfaction work environment e.g. welcome, greet and direct customers, offer refreshment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer