Dealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.
Identifying the need to escalate more complex queries to the relevant teams or departments.
Attending customer meetings when required to assist CSS and/or the customer.
Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.
Working within SLA’s - Ticket Resolution Times, Call Handling Times.
Ensuring excellent customer service and support throughout.
Updating and managing the CRM tool for all customer issues.
Liaising with internal teams to find resolutions for customer issues.
Attend, contribute and present at team meetings and other internal events.
Work tirelessly to achieve team targets relating to retention and growth.