Provide phone and on-line support for Global customers.
Resolve known customer issues through the use of a knowledge base, direct use of product
and operating systems, product user guides, and other reference materials
Be responsible to deliver a high quality, customer-driven, support service resolving customer
enquiries at the first point of call wherever possible.
Assist customer in resolving any open requests for support, assistance, information on
Demonstrate ownership and willingness to resolve issues in a timely manner.
Demonstrates confidence and willingness to resolve customer requests or queries.
Maintain and improve Customer Satisfaction by delivering against those initiatives that have
been identified as crucially important during each and every customer support engagement,
whether voice or non-voice.
Deliver First Call Resolution by handling customer requests and resolving customer issues as often
as possible during the first contact.
Ability to assess customer sentiment at all stages during the communication, to take the lead
in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in
the interaction if deemed necessary by you or if requested by the customer.
Manages all customer communication with the appropriate level of etiquette, timeliness
and professionalism, whilst working towards achieving agreed operational targets.
Can interact effectively with the personnel, tools & resources in the Customer/technical Services
team to help resolve customer issues (escalation points, knowledgebase tools, internal
Completes all training and development activities in timely manner