About this role
- Handle inbound customer interactions via webchat and digital channels.
- Complete customer authentication and verification processes accurately.
- Investigate customer accounts, identify root causes, and provide appropriate resolutions.
- Resolve customer enquiries related to billing, payments, account management, services, products, and complaints.
- Take end-to-end ownership of customer issues until closure.
- Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases.
- Raise and track service requests, complaints, and general enquiry cases as required.
- Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution.
- Maintain accurate customer records and interaction notes.
- Adhere to regulatory, compliance, and data protection requirements.
- Meet defined productivity, quality, customer satisfaction, and service level targets.
- Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand
Technical Skills
- Strong written communication skills.
- Excellent typing and multitasking abilities.
- Proficiency in Microsoft Office applications.
- Ability to navigate multiple systems simultaneously.
- Experience using CRM and customer service platforms.
Behavioral Competencies
- Customer-centric mindset.
- Problem-solving and analytical skills.
- Attention to detail.
- Strong decision-making capability.
- Adaptability and resilience.
- Collaboration and teamwork.
- Ownership and accountability.
- Graduate or equivalent qualification preferred.
- Minimum 1 year of customer service experience preferred.
- Experience in webchat, contact center, or digital customer support environments is desirable.
- Utilities, energy, banking, telecom, or service industry experience is an advantage