Job Pitch

Job Summary:

Handle customer requests within agreed SLAs and quality target series that require in depth product knowledge. Be the first escalation point for difficult customer conversations, using developed customer service skills to ensure processes are followed and customers are satisfied . Responsible for assessing trends in calls and escalations and supplying data to Seniors.

Key Responsibilities:

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to complex technical questions

• Process independently all kinds of requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements

• Manage ongoing issues to resolution and take over complex queries that require more in-depth product knowledge

• Update systems to reflect contract changes, including activating new services and changes to the customer status

• Maintain new and existing customers in our system

• Actively support the operational implementation of new products and services

• Execute recurring tasks, including reporting in task tool statistics daily

• Actively participate and cooperate in projects

• Know and cooperate with entire stakeholder networks and external business partners

• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions

• Resolve and follow up on customer issues escalating to technical support teams as appropriate

• Participate in the development of service improvement plans

• Have a vital role in the implementation and deployment of new processes, systems and standards

• Support and coordinate the onboarding of new team members

• Provide cross training with the other teams

• Support the team leader in organising and coordinating the team

• Achieve SLA/quality targets for the voice and non-voice processes

Job Description

Key Responsibilities:

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to complex technical questions

• Process independently all kinds of requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements

• Manage ongoing issues to resolution and take over complex queries that require more in-depth product knowledge

• Update systems to reflect contract changes, including activating new services and changes to the customer status

• Maintain new and existing customers in our system

• Actively support the operational implementation of new products and services

• Execute recurring tasks, including reporting in task tool statistics daily

• Actively participate and cooperate in projects

• Know and cooperate with entire stakeholder networks and external business partners

• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions

• Resolve and follow up on customer issues escalating to technical support teams as appropriate

• Participate in the development of service improvement plans

• Have a vital role in the implementation and deployment of new processes, systems and standards

• Support and coordinate the onboarding of new team members

• Provide cross training with the other teams

• Support the team leader in organising and coordinating the team

• Achieve SLA/quality targets for the voice and non-voice processes

Qualification Required

• High School Graduate