Job Description

• Take full ownership of partner concern cases by directly answering customer queries with the aim of successfully delivering difficult messages to members or solving complex queries and provide first-time resolution whenever possible
• Handle market Collections and VAT incoming volume, Collection production tasks, perform QA evaluations for partners
• Provide SME support to overflow partners in handling difficult queries via chat/tracker and Outlook
• Be able to identify and advance issues on the site, raising the relevant ticket and cascading information down to relevant teams/partners
• Identify improvement opportunities and provide feedback and guidance to coaches, team leaders and learning org both in-house and at overflow partners by holding conference calls with them when required
• Track and analyse queries/customer concerns with the corresponding output/resolution & provide insights on critical issue drivers/trends as well as on overflow partners’ performance to Team and team
• Provide feedback to Team, team and other relevant teams/departments on emerging issues, including identification of trends & actionable barriers to members’ satisfaction, with a view to improve the overall customer experience for existing and future members
• Highlight opportunities to improve process and policy and make recommendations to the relevant SME's
• Find opportunities to improve the quality of email templates
• Support ad hoc tasks such as translations, projects, inbound/outbound campaigns, etc.
• Continually display initiative to take on additional responsibilities towards professional growth
• Independently use all channels to stay informed with regards to department specific knowledge
• Deliver core metrics including, but not limited to, customer metrics, productivity and effectiveness

We have exciting benefits:

• Quarterly Bonus Plan
• 25 days Holidays
• Educational Assistance
• Healthcare Plan
• Life Assurance
• Pension Plan
• 3 Months Paid Paternity Leave
• Sabbatical every 5 years

Required Knowledge, Skills, and Abilities

• Fluent oral & written English, another FRITES language is required
• At least 12 months in relevant department or deep understanding of the relevant department
• Ability to multi-task & work under pressure in a fast-paced environment
• Strong analytical & problem-solving skills
• Creative thinking in devising solutions for customers’ problems
• Strong communication skills, including empathy, active listening, and an ability to express yourself professionally both verbally and in writing
• You know & live the Values & Behaviours & have a positive attitude towards your work