Customer Support Associate

Customer Support Associates

Roles and Responsibilities:

• Manage all customer interactions through calls, emails, and chat in a timely and professional manner within agreed service levels.
• Complete customer requests for new or additional services according to business rules and processes, within defined service levels and accuracy targets, to ensure first-time resolution and avoid repeat contacts or corrective actions.
• Demonstrate ownership and accountability throughout all customer contact, representing the client in the best possible light and acting as the customer champion.
• Understand and interpret customer contracts into day-to-day processes and utilize that knowledge in handling requests.
• Engage with key stakeholders over the phone, via e-mail, or face-to-face when requested, building and developing relationships with these customers and partners.
• Be flexible to cross-train and support with other complexities in the wider business area.
• Assist with any other key tasks as requested.
• Adapt to and thrive in a fast-paced, dynamic environment.

Skills Requirement:

• Communicate clearly and professionally both verbally and in writing.
• Strong problem-solving skills, including effective questioning and diagnostic abilities.
• Ability to develop and maintain a network of contacts internally and externally.
• Understanding of customer contracts and delivery expectations.
• Effective listening skills and excellent attention to detail.

• Decision Making:

  Make decisions mainly based on policy, process, and published business rules and pre-set investment levels. Be empowered to find the best solution for the customer and escalate where this is not possible within defined rules or processes.

• Business Knowledge:

  Possess strong knowledge of business and consumer tariffs, products, services, devices, processes, and business rules to achieve single-call resolution and provide the best customer experience at all times.

QUALIFICATION:

• Graduate or equivalent practical experience.