Deliver First Call Resolution by handling customer requests and resolving customers technical and non technical issues as often as possible during the first contact for assigned products.
Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
Communicate and articulate clearly with the customer (in both verbal and written communication).
Call back customers waiting for follow-up in the agreed timeframe.
Demonstrate ownership and willingness to resolve issues in a timely manner.
Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
Understand the issues business impact & put efforts accordingly to ensure a time response and resolution for the customer.
Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.
Resolve undocumented customer issues through advanced problem solving.
Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions to the SME/designated contacts so that trend can be analyzed and feedback is given out to relevant stakeholders.
Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix.
Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction
Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps