Key Responsibilities:

• Handling customer queries on Web Chat, E-mails and Social Media
• Educate current and potential customers with product and service information
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings

Key Performance Indicators:

• Handle all queries in a polite, professional manner
• Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution
• Educate customers on services and processes
• Escalate any issues to the Team Leader
• Achieve agreed KPIs and Objectives
• Adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures and processes
• Work collaboratively with the team