Executive Integrated Services

- This is a back office customer service role which involves processing cases on webchats and / or email
Conduct webchats with the end customer and provide responses to the queries raised by the customer,
- Make any relevant changes to the customer's profiles on the systems,
- Be able to refer and resolve any queries which need a steer from the process leader/ team coach,
- Highlight any discrepancies with the customer's data to the process leader/team coach or assistant operations manager,
- Recommend any relevant products or billing profiles to the end customer.
- The role requires an individual to comprehend and articulate a query or complaint raised by the customer and be able to provide an effective and accurate response to it.
- The individual is expected to take ownership and responsibility for personal performance targets.
- Role requires an individual to reflect on their performance and learn from their mistakes, seeing these as opportunities to improve on one's performance in the future.
- The individual should agree on personal objectives with his/her team manager and discuss performance against these objectives with his/her team manager
- The individual should highlight any instances or give an indication where it appears that the customer may not be treated fairly.
- The individual should be flexible in meeting the dynamic nature of work
- To provide customer service to both internal and external customers;
- Drive a culture of quality and accuracy through cases worked on within the stipulated frameworks;
- Escalate any problem or risks to the Team Manager in the first instance and report breaches as per the prescribed Framework;
- Act as a facilitator during cross training and also get cross trained in other transaction types, once such opportunities are presented;
- Update the Time Capture Tool periodically and accurately;
- Maintain and implement personal development plans in partnership with the immediate manager;
- Identify, recommend and facilitate the implementation of process improvement initiatives / ideas to improve efficiency;

Key Result Areas

-Accuracy and productivity in process execution
- Compliance with company procedures and guidelines
- Process improvements

Skills Required 

- Excellent letter writing skills
- Typing skills (25 wpm)
- Investigative skills
- Number crunching ability