Handling customer queries as a member of the customer care center.
Handle outbound programmes such as ‘welcome calls’ and ‘save a card member’.
Updating the customer information following the customer contact.
Advising customers on products and services.
Handling all administrative tasks following a customer contact.
Responding to customer by phone with the highest service level and the highest level of accuracy and completeness.
Handling questions with regards to the loyalty program.
Handling maintenance (if necessary) with regards to the card member life cycle (change of address, updating payment methods, etc.).
Maintaining good relationships with all departments to quickly resolve potential customer issues that are expressed during their call.
Recognizing when help is required and asking for support from team leaders or senior colleague.
Explaining the details of the job to new hires in a clear, concise and accurate way in order to help with on boarding new colleagues.
Working in a disciplined way, with high level of accuracy.
Respecting confidentiality with regards to all customer DATA.
Being flexible in adhering to different shifts in call centre.