Customer Service - Excellent English speaker

DUTIES AND RESPONSIBILITIES:

Primary Job Functions:

• Provide primarily customer service based phone support to customers.

• Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand.

• Accurately record and update customers’ cases into CRM and trackers following appropriate

processes.

• Provide accurate and understandable information to all customers and support partners.

• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst

ensuring follow through in all cases.

• Ensure all follow ups are done in a timely manner.

• Ensure all SLA’s are met appropriately.

• Maintain high level of customer satisfaction whilst maintain a professional manner.

• Be familiar with all policy, processes, and product knowledge and escalation paths.

• Remain polite, patient and courteous with customer throughout the experience.

• Ensure the end-to-end experience for all customers is at a high level of customer satisfaction