Job Description

Role Purpose:
The Operations Agent acts as the face of the Service Centre, responsible for providing excellent customer service both internally and externally.
As an Operations Agent you are responsible for ensuring that the day to day Customer Facing activities within the Service Centre are completed to the required standards. You will be required to ensure that all internal and external visitors to the Service Centre are handled in the appropriate manner and act as Service Centre Receptionist at times.

Activities & Responsibilities

• Provide administrative and operational tasks, necessary to ensure the correct functioning of the Service Centre
• Answer all calls to the Service Centre within 3 rings in a professional manner.
• Respond to all queries in accordance with company standards. (GSOP)
• Deal with all internal and external customers visiting the Service Centre in a professional manner.
• Manage day to day workload and seek support when required.
• Represent in a professional and efficient manner in order to increase customer satisfaction.
• Responding to Problem Pieces and ensure redistribution is arranged in accordance with global standards
• Use computer systems with numerous applications to ensure work completed in accordance with company requirements.
• Plan and prepare working practices ensuring maximum efficiency
• Adhere to legislation including Health and Safety, Working Time Directive regulations etc.
• Expected to comply with standard uniform and ID passes should be worn at all times.
• Adhere to all company procedures
• Act as Service Centre receptionist when necessary
• Perform any other reasonable duties as required
• Safety and security: Adhere to country laws and regulations, company and third party rules and standards.
• Adhere to customs / import / export procedures.
• All employees engaged in activity on behalf of the client are to comply with all applicable security procedures
• All employees are to bring any potential security breaches or concerns to the attention of their supervisors
• Customer/Stakeholder
• To act as the first point of contact for all internal and external customers contacting the service centre
• Communicate with colleagues ensuring that service delivery levels are consistently high

Success Criteria:
The Operations Agent you will be measured upon customer satisfaction, as first point of contact at the Service Centre for frontline queries you will operate in a customer focused manner at all times, ensuring that the standards of the company are upheld. This role is diverse requiring a high level of attention to detail and exceptional problem solving skills. You must be an excellent communicator and team player with the ability to build up effective relationships in order to deliver great service quality and enhance our customer experience. You remain calm under pressure and go the extra mile to resolve any problems which may arise.

Required Knowledge, Skills, and Abilities