Customer Service Representative

Responds to customer queries (inbound and outbound) in a friendly, professional, and supportive way.

Ensures compliance with agreed KPIs.

Demonstrates politeness, poise, dignity, and emotional maturity in handling calls; handles difficult cases with required frequency and quality.

Deals with enquiries independently, taking ownership for the issue until a satisfactory outcome has been reached for the customer.

Identifies the nature of the customer’s enquiry and offers all possible help in the quickest possible time using technical knowledge and data-seeking capabilities.

Clearly communicates reasons for concerns/issues to the customer and maintains contact.

Forwards more sophisticated/complex questions/requests (e.g., ITSD, Complaint Management) to Second Level for further escalation.

Escalates customer issues to Team Leader or Back Office Team if a satisfactory outcome for the customer cannot be achieved via standard procedures.

Identifies sales opportunities and informs the customer of relevant products and services if applicable.

Keeps records on all customer requests to ensure reliable and timely tracking of customer requests.

Ensures a positive corporate image by complying with the company's policies, procedures, and guidelines.