Customer Service Advisor

Role Purpose:

Act as a front-line interface with customers. The role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide an excellent customer service standards to achieve the customer's satisfaction and orientation.

Key Accountabilities & Responsibilities:

• Own and manage the client relationship: resolving calls efficiently and effectively.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Be proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customer’s perception of the expected distinguished service.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Mentor and support new employees.
• Use the job tools (telephone and computer) effectively.
• Meeting service level in handling all transactions measured through productivity reports.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Maintain professional work relationships with colleagues, supervisor and manager.