Purpose

The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience.

Responsibilities

• Assist the POCE in assigning resources and coordinating activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's.
• Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques.
• Ensure desired quality standards are being met and exceeded.
• Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks that may impact the Customer Experience.