Description

Act as a single point of contact for live chat and social media from users regarding their orders/ queries etc. through delivering excellent customer experience. Delivering fast and efficient service assisting customers with their immediate needs. Resolve problems at first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns. Immediately deal with or escalate suspected or recognized customer issues as per defined procedures. Achieving Key Performance Indicator's (KPIs) whilst maintaining excellent quality. Adhering to Tech M and customer procedures, policies, confidentiality guidance and data protection legislation. Work independently and within a team to maximize team potential. Communicate well with internal and external contacts. Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members. To ensure that breaks are pre-approved by SME, Team Leader or Manager. Promptly escalate unresolved cases to the resolution support team. Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner. To maintain a high degree of customer service for all support queries and adhere to all service management principles. Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI

Role and Responsibilities

• Act as a single point of contact for live chat and social media from users regarding their orders/ queries etc. through delivering excellent customer experience. Delivering fast and efficient service assisting customers with their immediate needs. Resolve problems at first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns. Immediately deal with or escalate suspected or recognized customer issues as per defined procedures. Achieving Key Performance Indicator's (KPIs) whilst maintaining excellent quality. Adhering to Tech M and customer procedures, policies, confidentiality guidance and data protection legislation. Work independently and within a team to maximize team potential. Communicate well with internal and external contacts. Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members. To ensure that breaks are pre-approved by SME, Team Leader or Manager. Promptly escalate unresolved cases to the resolution support team. Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner. To maintain a high degree of customer service for all support queries and adhere to all service management principles. Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI