Strive for first contact resolution when dealing with all shoppers, merchants and other callers on a day-to-day basis.
Provide related reporting on an on-going and ad hoc basis, if required. Take ownership of tourist & merchant issues queries and bring them to a resolution.
Provide cover to other Customer Service staff for planned and unplanned absences. Providing general administrative support.
Be fully familiar and understand authority level and ultimate accountability of this role.
Liaise regularly with Customer Service Manager, centralised Customer Service Supervisor and other relevant local stakeholders to ensure full compliance as the levels are dynamic as the business grows.
To meet business needs, this role might also include other administrative tasks.
Cooperate with other departments of the company to ensure the processes are aligned
Participate in the Company’s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values at all times.
Follow communication procedures, guidelines, and policies.
Go the extra mile to engage customers.
Resolve customer complaints via phone, email, mail, or social media.
