Job Description
To remain as first point of contact for customers with queries, complaints, requests etc. Maintain Customer focus at all times and respond to customers enquiries (e-mails phone). Take ownership of queries and proactively follow through to resolution. Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement. Answer customer questions openly, honestly, and with sensitivity. Reach beyond departmental boundaries to find solutions and answers that may be outside of the scope of sales, support, operations. Always provide positive customer experiences, even under negative circumstances. Identify and escalate recurring or consistent problems within process. Ensure timely escalation to delivery manager. Ensure accurate data capturing to facilitate weekly and monthly reports as requested by manager