​Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
​• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
​• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
​• Produce quality work and results.
​• Ensure fast and accurate turnaround of work.
​• Solve problems using agreed upon procedures as well as proper escalation process.
​• Develop a comprehensive understanding and mastery of all tools.
​• Remain updated on products, policy, procedure and other important operational issues.
​• To come in on time and on scheduled shift and adhere to breaks as assigned by staff manager.
​• Follow rest day schedule as assigned.
​• Advice staff manager of planned leaves as stated in the Handbook.
​• Maintain quality standards in accordance with agreed metrics.
​• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
​• To submit necessary service delivery reports.
​• Ensure feedback is given to staff manager if potential issues are detected.
​• Ensure feedback is given to staff manager if process improvement measures can be implemented.
​• Ensure attendance at planned meetings.​