Customer Support Centre Agent

Overview of the Role

You will ensure a seamless and inspiring customer experience across all non-face-to-face contacts, building trust and long-term relationships that contribute to commercial growth.

• Accurately log all cases in the CRM system for proper follow-up and data tracking.
• Respond to customer emails and social media complaints within 24 hours, ensuring timely resolution.
• Follow department action plans to consistently improve customer experience.
• Aim for first call resolution by providing effective solutions promptly.
• Communicate with customers in a positive, friendly, and empathetic manner to maintain brand trust.
• Monitor the transport management system and proactively contact customers about delays or callback requests.
• Arrange schedules and workloads to ensure adequate coverage and maintain high service levels.
• Follow all health and safety guidelines and SOPs to maintain a safe working environment.
• Report risks, hazards, or unusual activities immediately to senior staff or management.
• Adhere to department processes and guidelines to optimize customer support center efficiency.
• Follow the department’s business and action plans as directed by management to meet goals.