Customer Service Trainee

Customer Service Trainee

EDUCATION

Business administration, international relationship, international business, or similar

THE ROLE :

Provide exceptional customer service to the group standard customers by offering support and customer education on our digital journey, tailored to meet the unique needs and expectations according to standard Treatment Level in line with Group SLA

RESPONSIBILITIES : Case Management

• Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
• Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster / quality turn around time.
• Escalations, Alert and escalate customer recurring issues / pain points to Regional Office Customer Care manager .

QUALIFICATIONS AND PROFILE :