Operations Customer Expert (BPO)

About the role

The Operations Customer Expert provides professional, quality customer service internally and externally at a designated touch point. The role has no supervisory responsibility and focuses on resolving customer enquiries and complaints while keeping records in the CRM and client tools.

Key responsibilities

• Provide one-stop customer support and respond to customer contacts within defined SLAs
• Resolve complaints, concerns and issues in a timely and diplomatic manner, escalating them when necessary
• Resolve queries on first contact and keep the promise of resolution for escalated cases
• Take full ownership of customer cases and hand over unresolved ones at the end of the day
• Educate customers about product terminology, features and benefits
• Update client comments, complaints, reports and compliments in the relevant systems
• Identify emerging service issues and flag them to the CE leader
• Confirm client information, record the reason for contact and enhance customer loyalty and upsell where appropriate
• Participate in team meetings, briefings and QA calibrations, and process improvement meetings
• Adhere to ethics, compliance, confidentiality and information security policies, and report suspected breaches

Required profile

• No supervisory responsibility
• Ability to sit for long periods, with occasional standing and walking
• Good hand-eye coordination and the ability to distinguish letters, numbers and symbols