Associate

Job Summary Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer Key Responsibilities Ensure each call is answered in an accurate professional manner Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit concerned department Maintain statistics on all calls received and pass this information through the systemNotify Supervisor and Team Leader of all complaints relating to services products and deliveryAdhere to the roster and be flexible on shift duties including weekends holidays Key Accountabilities ACD talk time OccupancyCalls answered within the set thresholdProduct knowledge customer serviceCustomer satisfaction rate Monitoring Coaching IVR CSAT scores Other Accountabilities Internal Team Leaders Daily reporting All customer related challenges and issues to be immediately raised with Team leaders Managers In the absence of the Team Leaders approach help from Managers Trainer Coach For quality feedback and training requirements Key Interactions External CB Contact Center Staff Highlight challenges feedback to CB management CB Customers Handle all Retail customer calls within the set threshold and provide service in a professional manner and resolve customer queries CB Other To find resolution Clarifications