To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.

Key Responsibilities 

Query Handling

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels


• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)


• Escalate relevant queries to stakeholders to ensure resolution


• Capture the correct dispositions based on the nature of the query and / or complaint


• Provide a professional customer experience and satisfaction at all times


• Action administrative requirements related to customer account management accurately

Service Level

• Resolve queries in line with departmental stan...