Customer Services Agent

To action, resolve or escalate a range of customer queries or complaints via inbound or outbound (as required) voice channels in a professional and customer-centric manner.

Key Responsibilities

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels.
• Interpret and resolve queries by providing accurate account, product, and/or service-related information aligned to the Standard Operating Procedures (SOPs).
• Escalate relevant queries to stakeholders to ensure resolution.
• Capture the correct dispositions based on the nature of the query and/or complaint.
• Provide a professional customer experience and satisfaction at all times.
• Action administrative requirements related to customer account management accurately.

• Resolve queries in line with departmental standards, Service Levels, and Standard Operating Procedures (SOPs).
• Promptly escalate potential crisis situations to Management.
• Action all queries in an efficient, professional, and timely manner that will ensure a positive customer experience.

• Ensure outputs are aligned to departmental Quality Assurance standards and targets.
• Adhere to Standard Operating Procedure and departmental templates where relevant.

• Adhere to workforce schedule i.e. start and end time, lunch, and body breaks.
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy.
• Perform any ad hoc tasks as and when required.