Customer support specialist

Purpose

The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience.

Responsibilities Assist the POCE in assigning resources and coordinating activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's. Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques. Ensure desired quality standards are being met and exceeded. Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks that may impact the Customer Experience. Represent the Customer Engagement in Change Advisory Board meeti...