1. Customer Experience: Demonstrates ownership of all customer contacts by personally ensuring that any action required is completed as promised in a simple, timely and responsive manner Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone (where applicable). Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer with a focus on resolving customer queries on first contact. Uses initiative to find suitable solutions that benefit the customer and the business. Seeks to understand & responds to all customers with willingness and appropriate tone and language Seeks to educate the customer at every possible opportunity to empower them to self-care in future. Ensures follow-up action is taken when necessary and keeps the customer informed. Ensures own product, system, process and policy knowledge is current. Ensures that knowledge is shared amongst team members to provide exceptional customer service. Takes ownership to resolve any escalated calls. 2. Operational Excellence: Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities. Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks. Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work. Escalates issues to the attention of management, including equipment failure. Captures all customer details and data relevant to the call or service intervention efficiently and accurately. Resolves all customer queries within agreed time frames Always provides feedback on issues that are driving customer dissatisfaction, along with suitable solutions, so that the root cause can be addressed by the business and the issue can be avoided in the future. Acts as a subject matter expert, providing coaching and guidance to team members who are less experienced. Skills Required: Knowledge: 3-4 years escalation management experience MS Outlook Intermediate oral and written communication Internet, Navigation and Personal Computers (PCs) Technical knowledge and experience of troubleshooting Minimum 12 months previous contact centre experience in a customer service preferably telecom. Proficient in oral and written English Knowledge and experience of digital products & digital services Skills: Technical Expertise Oral and Written Communication Customer Service Orientation Attention to Detail Planning and Organizing Analytical skills Problem Solving Attributes: Adaptability Resilience Initiative Innovation.