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KEY ACCOUNTABILITIES AND RESPONSIBILITIES
1. Receive automated hot alerts via email for detractors.
2. Consolidate relevant information from hot alerts into an Excel file.
3. Perform checks on LA and consult with functional leads to determine if any actions are being taken, and assess whether a callback is required for each case based on pre-determined criteria.
4. Make calls to address
5. Update the Excel file with: General feedback and comments; and feedback requiring further action, forwarding it to relevant functional leads for follow-up.
6. Share the consolidated Excel file with the Insights team bi-weekly.
7. Uphold a high level of professionalism and empathy in all customer interactions.
8. Adhere to company policies and procedures during customer interactions.
9. Any ad hoc tasks that support the department's success in customer service delivery.
QUALIFICATION AND EXPERIENCE
Bachelor's degree in Business Administration, Communications, or related field.
Minimum 3 years of experience in customer service or contact centre roles. |
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