Handling of calls via the call channel within the target service KPI. Ensure all enquiries and service requests are handled completely, providing first contact resolution or to follow up and resolve within the agreed TAT with customer. For cases that require more time to resolve, ensure customers are kept informed on the status until it's resolved.
To track & report all incoming calls following the standard tracking procedure daily and on monthly basis.
All calls must be handled in a professional manner and adhere to the quality guide in responding to emails & chats.
...
Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali Group policies and procedures.
Perform risk analysis to determine risk and potential business impacts.
Liaise and co-ordinate with information System Security Manager on all Information System security activities within department.
...
Acting as the 2nd line to identify, resolve and develop solutions to complex queries and systemic Operational problems which cannot be resolved by the Level 1 helpdesk team.
Playing a key role in identifying areas of improvement across S2P processes.
To provide timely and relevant customer feedback and status update be it via the case management tool, email or Microsoft Teams chat.
...