Description

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

Responsibilities

•  Act responsibly with work related resources to contribute to cost containment.
•  Address customer needs in order to meet or exceed customer expectations.
•  Build and maintain stakeholder relationships.
•  Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
•  Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.
•  Be flexible and adapt to changing circumstances.
•  Deliberately seek diverse opinions, build on ideas and do not duplicate effort.
•  Participate in the innovation process in the business and contribute toward new innovations against objectives.
•  Plan and complete activities within area of work to meet set time and quality standards.
•  Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.
•  Maintain documentation and share information with the team where applicable.
•  Execute own work in accordance with the organisational values and code of ethics.
•  Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
•  Identify and escalate risk as normal part of work.
•  Contribute to client service delivery culture through adherence to approved organisational service delivery principles.
•  Resolve customer dissatisfaction/complaints by taking ownership of the problem.
•  Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
•  Plan and schedule activities to improve service.
•  Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
•  Follow up with customers to ensure resolution of query by other stakeholders where relevant.
•  Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
•  Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.
•  Assess own performance through seeking timely and clear feedback and request training where appropriate.
•  Demonstrate teamwork as a valued team player.