Primary Job Responsibility:

• Maintain Customer focus at all times and ensure that the customer queries are responded to, by the team within the time-frame (for e.g. E-mail, telephone, fax)
• Ensure that the agreed upon service standards are duly met, strive to exceed customer expectations wherever possible
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager.
• Assist senior management with any special projects assigned and provide backup to team managers when necessary.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist the team with day to day operations.
• Maintain professional working relationships with internal and external customers, customer service management and colleagues.
• Supports decisions made by Management and conveys positively to team members.
• Perform quality assurance on work processed.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and a motivating environment.
• Demonstrate a positive and flexible approach to changing business priorities.
• Report to management on progress of selected projects.