What you will dodealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.identifying the need to escalate more complex queries to the relevant teams or departments.attending customer meetings when required to assist css and/or the customer.developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.working within slas – ticket resolution times, call handling times.ensuring excellent customer service and support throughout.updating and managing the crm tool for all customer issues.liaising with internal teams to find resolutions for customer issues.attend, contribute and present at team meetings and other internal events.work tirelessly to achieve team targets relating to retention and growth.maintain a knowledge base of product and solution features/functionality of competitor and own products.work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them.obtain productivity improvements through the measurable development of individual associates (reflects the investment).
who you arestrong analytical and problem-solving skills are required to diagnose, troubleshoot, and resolve issues.ability to work autonomously, to plan, organize, prioritize, and resolve problems in a timely manner.positive and enthusiastic approach and attitude.strong organizational and interpersonal skills.high attention to detail and a strong ability to multitask.willingness to take ownership, be held accountable, and achieve a good outcome for all stakeholders.able to work with a diverse array of people, challenging in a non-confrontational way and building successful working relationships.strong written and verbal communication skills with the ability to communicate effectively at all levels in a fast-paced environment.passionate customer service orientation with experience in managing multiple stakeholders.high level of motivation, drive, and enthusiasm.strong pc troubleshooting skills: familiarity with microsoft office (word, excel and outlook).
desirableexperience with gps products and mobile devices advantageous.passionate career aspiration, with the ability and drive to seek new opportunities and personal growth.
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