Identify and resolve clients queries effectively and efficiently, whilst maintaining the acceptable service quality standard via all our engagement channels.
Follow through on client queries ensuring prompt resolution and feedback.
Use relevant tools to track cases and meet turn-around-times and other required metrics.
Proactively solicit and avail information to facilitate 90% first call resolution.
Respond to emails from clients professionally.
Provide clients with product and service information where applicable.
Resolves complaints by clarifying issues; investigate and proffer solution.
Escalate unresolved issues where necessary to third level support.
Perform any other duties as assigned by the Supervisor, Business Support.
Requirements
SKILLS & QUALIFICATIONS
First degree or its equivalent in a relevant discipline.
2 to 4 years relevant work experience.
Proficiency in Ms Office - Excel, Word and PowerPoint and CSR tools.
Communicates tactfully and effectively both verbally and in writing.
Maintain effective work relationships with team members.
Flexibility and adaptability to new instructions and/or dynamic organisational priorities.
