Overall Job Purpose:
To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues, if any, and to ensure the quality of output and accuracy of information is maintained
Key Accountabilities:
§ Handle customer requests with the support of clearly defined scripts and processes
§ Adhere to the Service Level Agreements specified by the client / process
§ Ensure adherence to time schedules
§ May have the authority to release and verify funds across a variety of systems used by the department
§ Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
§ Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
§ Ensuring that all unresolved cases / queries are allocated to the respective areas
§ Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
§ Adhere to organizational wide information security policies and procedures
Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
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