Contact Center Representative

• To ensure client satisfaction by offering specialized advice. • To actively listen and pay attention to client issues. • To resolve client queries and problems according to the TP values and client procedures. • Respond to & record consumer inquiries and questions raised through phone lines for customers. • Maintain accurate data input of consumer inquiries, questions and enter feedback on the customer services database. • To ensure client complaints are dealt with and logged in line with the company’s complaints escalation policy. • To provide a high level of customer service to clients at all times. • To ensure all support calls and (when applicable) emails are answered and resolved within the agreed SLAs and logged appropriately. • To work effectively as part of a team, developing effective and supportive relationships with colleagues. • To troubleshoot through the use of open questions, support documents and system training. • To have a sound knowledge of all products and services, understanding their use and functionality. • To be able to offer recommendations to common problems or frequently asked questions.

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