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Role profile

ROLE TITLE (Senior) Call Agent

MAJOR RESPONSIBILITIES

• Be the primary country/account contact for customer on all escalations
• Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Invite customer to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
• Facilitate or escalate customer issues and complaints, both internally and externally
• Co-ordinate all consumable calls in order to enable dispatch of XXX & multi-vendor consumables to customers
• Liaise with various service desks, XXX & third party service providers escalating through these avenues to close
• Validate customer details and requirements on data entry, categorize and deal with appropriately
• Maintain accurate database information with software applications
• Review supplier performance in conjunction with service
• Obtain ***call closures details on all dispatched calls***
• Carry out service quality checks to ensure quality standards in call handling are maintained
• Staff Development: Coach new team members on process, product & on specific customers