Job Description

• Provide a positive consumer shopping experience by carrying out assigned tasks in a timely and accurate manner
• Support the Critical Errors process to ensure effective communication and timely resolution of critical errors / outages
• Handle email, service requests & web-chat questions from colleagues across the company with high levels of customer satisfaction and a first contact resolution mindset
• Participate in User Acceptance Testing when required
• Have a continuous improvement mindset and highlight opportunities from your daily work that will improve the overall quality and efficiency of the team and/or the department
• Mail room responsibilities: sorting, distributing, and scanning of mail items as well as gift card processing

This role requires a high level of attention to detail due to carrying out large volumes of work which require a high degree of quality. You will be first responders to advisors and colleagues who need support on order queries and deliver outstanding customer experience.

Required Knowledge, Skills, and Abilities

• Experience in consumer service and relevant back-office processes advantageous but not mandatory
• A positive, can-do attitude, comfortable with adversity and the flexibility to respond to (at times quickly) changing business needs
• Ability to communicate effectively and clearly across different groups (verbal/written).
• Highly organized with the ability to effectively maintain & administer error and change request backlogs
• Ability to work autonomously and able to make data driven decisions
• Great attention to detail & focused on delivering outstanding results on a regular basis