Handle, research, and resolve client requests from the broad range of service channels.
Be knowledgeable and confident in Tier 0 in order to advise and support clients seeking ?know how?.
Accountable for owning the client experience and ensuring satisfactory fulfilment of cases for their area.
Ensure any follow-up work related activities are completed to agreed timescales.
Answer general questions, provide education, and offer service to clients in a professional and courteous manner.
Support additional duties (e.g. tier 2) as necessary in high volume periods.
Demonstrate continuous improvement in process and service.
Participate in process improvement initiatives or special projects as assigned.
Execute to standard processes and take recommended actions to achieve metrics.
Deliver client satisfaction through accurate delivery and demonstration of ownership.
Responsible to comply with Service delivery metrics (KPIs, SLAs, OLAs).
Build and maintain processes documentation such as Work instructions, desktop procedures, etc.
Student in Administration, HR or Accountant. A minimum of 1 years experience working in customer facing services role at Shared Service Centers or Multinational Companies. Advanced Level of English
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