Customer Service Representative
2 weeks ago
Job Summary:
In this role as a Client Contact Centre Agent, you will serve as a Single Point of Contact (SPOC) for the user community to log incidents and service requests. Your primary responsibilities will include performing initial diagnosis, attempting first call resolution, and dispatching to resolver groups. You will also be responsible for individual and one-to-one communication with customers/users, assigning and re-assigning service calls to incident handling staff, and providing user community with unique reference numbers. Additionally, you will be required to produce management information, answer and complete calls within the required SLA requirements, and perform customer satisfaction surveys.
Key Responsibilities:
* Serve as a Single Point of Contact (SPOC) for the user community to log incidents and service requests
* Perform initial diagnosis and attempt first call resolution or dispatch to resolver groups
* Individual and one-to-one communication with customers/users
* Assign and re-assign service calls to incident handling staff
* Provide user community with unique reference numbers
* Produce management information
* Answer and complete calls within the required SLA requirements
* Perform customer satisfaction surveys
* Data entry speed and accuracy
* Processing customer information and data quickly and accurately
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