Responsibilities
- Respond to customer inquiries, addressing questions and concerns regarding products and services
- Collect relevant customer details and assess issues by analyzing reported symptoms
- Identify and fix technical problems, including internet connectivity and login difficulties
- Use available resources to locate necessary information for issue resolution
- Adhere to established protocols and operational procedures
- Recognize high-priority cases and escalate them according to client guidelines
- Route complex issues to the appropriate team or specialist
- Record call details and transaction data accurately using CRM software
- Propose alternative solutions when needed to support customer retention
- Communicate clearly and effectively, tailoring verbal messages to the audience and context
- Conduct follow-up calls and honor scheduled callbacks as required
- Maintain up-to-date knowledge of system changes, updates, and service enhancements
Other
- The standard work schedule runs from 9:00 a.m. to 5:30 p.m. BST.
- During peak periods, particularly to align with AMER morning operations, shifts may temporarily shift to 11:00 a.m. to 7:30 p.m. BST.
