Key Accountabilities
- Initial point of contact for all retail consumers regarding site experience concerns
- Provide superb customer service to our customers and team members.
- Leverage deep understanding of specific key account customers processes / systems
- Act as an escalation point for any verbal or written form of enquiries from external/internal customers
- Interact in a professional friendly and efficient manner and increase relevant concerns
- Retail marketing program information policy and product fulfilment.
- Retail site experience complaints fuel quality claims site locator etc.
- Complaint resolution identification and management of complaint root causes.
- Representatives are responsible for accurately creating tickets promptly and efficiently acquiring critical information and passing that information to the appropriate personnel.
- Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests provide contact information and call logs and contact response teams; these systems include telephone systems other electronic data capture systems the notification system Microsoft Office and basic Windows functionality.
- Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists business notification requirements issue requirements and paths.
- Must have the ability to resolve appropriate actions for new or outstanding incidents without scripted mentorship.
- Transfer knowledge at shift change to ensure handover of critical ongoing incidents and tickets are handled efficiently and accurately.
- Complete any special assignments such as data support for critical systems system and activity documentation knowledge base activities and other operational related assignments.
- Engage in continual learning and education to ensure a high level of understanding about business operations technology and Crisis Management/Emergency Response systems and capabilities.
- Representatives must effectively engage in continuous improvement in all activities
Education:
- Graduate degree
- Highlevel computer knowledge in both hardware and software
- Networking and general application support
Experience and Job Requirements:
- Outstanding customer service skills.
- Excellent written/oral communication skills and ability to build effective working relationships.
- Minimum 57 years of experience in established customer service organizations
- Teamoriented approach.
- Strong problemsolving skills.
- Make recommendations on existing knowledge base documents and identify knowledge gaps.
- Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely accurate and highquality service.
- Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
- Perform user acceptance testing in technology and systems to help ensure effective improvement execution.
Interested can contactOR email resume to
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