Job Description

- Keep records of customer interactions, process customer accounts and file documents

- Take ownership of customers issues and follow problems through to resolution

- Develop service procedures, policies and standards

- Mentor and develop colleagues and nurture an environment where they can excel through encouragement and empowerment

- Maintain effectively and manage large amounts of incoming calls

- Identify and assess customers’ needs to achieve satisfaction

- Follow communication procedures, guidelines and policies to build sustainable relationships of trust through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution

- Take the extra mile to engage customers

Candidate Attributes:

- Pride in a job well done

- Tenacity

- Ability to take ownership and responsibility

- Concise use of English grammar

- Good Computer literacy

- Good communication skills at all levels

Required Knowledge, Skills, and Abilities