Responsibilities
- Provide support to our customers and sales agencies, handling incoming requests and complaints
- Solve requests using established procedures and collaborating with other internal teams, always going the extra mile to find solutions outside of the defined instructions/parameters
- Track all requests until resolution in the CRM (Salesforce), maintaining accurate records about necessary actions and discussions
- Respond to all incoming requests in a timely manner, achieving agreed customer service levels and standards
- Provide feedback to management on problematic cases and areas for continuous improvement by taking into consideration customer needs and requests
- Take the initiative to develop solutions in the areas of process and IT to streamline processes and to optimise the customer experience
- Comprehend the needs and requirements of customers in order to bring strategic value to them
- Promote customer needs as the key driver for business goals and initiative
- Identify customer service trends and contribute to the development of customer service policies and procedures
Requirements
- Eager learner essential to quickly build competencies needed to work independently
Additional Information
- Comprehensive on-the-job training provided
- Temporary assignment covering maternity leave
- Expected to identify areas of optimization and present suggestions to Back Office Manager
