Associate, CET – CBQ

Job Role:

• Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.

Key Responsibilities:

• Ensure each call is answered in an accurate & professional manner.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
• Maintain statistics on all calls received and pass this information through the system
• Notify Supervisor and Team Leader of all complaints relating to services, products and delivery

Channels immediately.

• Adhere to the roster and be flexible on shift duties including weekends & holidays

Key Performance Indicators:

• ACD talk time/Occupancy
• Calls answered within the set threshold
• Product knowledge & customer service
• Customer satisfaction rate (Monitoring & Coaching)

IVR C-SAT scores