The Job holder must demonstrate the WDS Values:
o Every decision is made with my customer in mind
o I am focused on my customers goals
o My success depends on the success of my customers and my team
o I own the results of our actions
o I take pride in all I do
o I care, for me it’s personal
- I am passionate about what we do
o My expertise will provide solutions to problems
o I take action…and deliver results
o I do what I say I will do
o I am accountable to my customers and my colleagues
Job family functions:
Operational delivery of contractual KPI’s to the requirements and satisfaction of key customers
The Role:
Providing solutions to support problems efficiently in accordance with defined targets and procedures through excellent customer service
- Provide customer support via multiple touch points (e.g inbound calls, e-mail)
- Accurately log customer and product information into CRM systems
- Proactively develop skills and knowledge through effective use of systems
- Understanding customer care and apply to all customer touch points
- Share knowledge gained with team through effective knowledge transfer
- Maintain a high standard in personal KPI targets as defined
Competencies:
Essential
- Proven experience of delivering customer excellence
- Excellent written and verbal communication skills
- Analytical thinker with problem solving skills
- Comfortable with technology and relish new opportunities
- Ability to self manage
Desirable
- Wireless data and GSM experience
- Formal qualification, A-Level or equivalent
- Experience working in a call centre environment
Outcomes
- Resolve end customer issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner
- Achieve customer SLA targets by resolving customer issues in a timely manner
- Knowledge proactively shared with the business and captured in a formal manner
Top Language Jobs - 2 years ago
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