• Managing customer service queries via phone and email
• Dealing with queries and complaints
• Resolving queries within outlined SLA's
• Managing own case load of customer service queries
• Able to stay calm under pressure and build a positive rapport with customers at all times
Required Knowledge, Skills, and Abilities
• Experience in a Customer Service role - over the phone in an office environment is desirable • Strong written and oral communication skills are essential • Strong IT skills that include Microsoft Office (Word, Excel, Email & Web) awareness and experience is essential • High levels of accuracy and data entry experience • Working to KPI or targets is beneficial