Qualification or related experience in a technical customer service position is preferred.You will ensure you keep adequate records of all transactions undertaken with customers, brokers and all other parties. As an employee we expect your actions and outcomes will at all times meet local regulatory and supervisory approaches to ensure fair treatment of our customers.You will ensure you understand all compliance and regulatory requirements for your role by completing all necessary training and certifications. As an employee you are expected to act in an ethical manner at all times.Shares learned information by creating knowledge entries in knowledge database and participates in the review of existing knowledge articles to ensure accuracy.Proactively seeks opportunities to improve processes and customer service and makes recommendations for improvements.
Assumes ownership of performance results including metrics, quality of customer interactions and customer experience.Uses available resources, investigative tools, and industry standards to determine if issue requires corrective action and develops interim alternative workflows/workarounds when possible.Accountable for ticket/request quality including data in critical fields, checklists, clear and accurate documentation, and escalation processes.Answers and resolves internal/external customer incidents within assigned metric targets through various channels including but not limited to: phone calls, emails, electronic communication, social media, Chat and/or Service Requests.Resolves complex technical internal/external customer incidents and requests relating to: computer, mobile device, network, systems, outages, applications, and systems access requests through various customer interface channels.
What Is the Opportunity?Under close supervision, employ advanced technical knowledge, analytical and soft skills to deliver corporate and industry best practice end user support for the enterprise Service Desk through various customer interface channels.
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