• Understand customer enquiries and respond via applicable channels: email
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
• Perform all procedures accurately, including following client’s documented call flows, work processes, data entry requirements, and complaint management processes.
• Ensure all SLAs are met accordingly.
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
• Provide a high level of professionalism and competent customer service.
• Able to communicate effectively with customers in a friendly and polite manner following the client’s processes.
• Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language.
• Keep up-to-date on social media trends and best practices
• Collaborate with other team members to provide the best possible customer service
• Adaptable to a very fast-paced environment
