BACKGROUND TO THE REQUIREMENT:
You will serve as the customer’s primary point of contact, and will own customer issues from beginning to end within the business in an efficient manner. You’ll be taking ownership for individual cases as these are submitted and seeing these through to a successful completion. You’ll be a keen problem solver, who is comfortable taking the initiative.
Roles and Responsibilities:
● Coach and mentor new joiners with their daily task to ensure an exceptional customer experience by responding to calls, emails and on live chat
● Ensure all queries are responded to in line with the brand requirements and values
● Have a full understanding and appreciation of the journey of the customers and ensure any barriers or trends which adversely affect a customer’s experience are raised appropriately so that these issues can be solved
● Take ownership of customers who raise escalations and issue complaints to resolve their concerns and provide a high level of customer service
● Work to meet and exceed key targets whilst maintaining a professional standard of customer service through effective timekeeping and task prioritization
● Lead by example, be approachable and demonstrate a “can do” attitude to develop a high performing team culture
● Be the point of contact for all service related customer enquiries, and ensure they are responded to as per business and legal requirements
● Ensure all relevant customer information is recorded accurately and in a timely manner in Salesforce
● Obtain and evaluate all relevant information to handle product and service enquiries
● Direct requests and unresolved issues to the designated resource
● Communicate and coordinate with internal departments
● To demonstrate a full understanding of the business processes, procedures, relevant produc knowledge and systems so that accurate and appropriate information is given at all time
Experience/Skills and Personal Qualities:
● Experience in leading/coaching/mentoring a team. Demonstrate a strong understanding of customer satisfaction and service excellence
● An interest in current affairs and international business is a plus
● A background in customer service for subscription businesses
● Experience with Salesforce or another CMS software such as Zendesk
● An ability to ‘think on your feet’
● Computer literate, excellent typing/keyboard skills and competent in navigating across different IT systems
● Able to effectively priorities and make decisions using previous experience and knowledge
● Strong attention to detail with an eye for accuracy
● Dedicated to improving customer satisfaction and retaining the clients customers by adopting a friendly, fun and positive attitude
● Excellent communication skills; both written and verbal
● Open, trustworthy and strong work ethic
● Ability to confidently resolve issues without further escalation.
Education Qualification:
● High School Graduate / Old or New Curriculum