Overview of the Role Front line customer service role to provide Level-1 support to manage incoming interactions/transactions (calls, emails & Live Chats (if applicable)), and provide delightful customer experience, aligning to Service Level targets and company goals.
Key Accountabilities - Achievement of a good Balanced Score Card
- Achievement of Compliments and maintenance of good customer satisfaction ratings.
Job Responsibilities & Duties - Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences
- Logged all calls reported into the case management system
- Follow-up on all outstanding cases till closure
- Maintains and accurately update customer’s enquiry, problem and resolution into the case management system
The following would depend on the e...