Key performance area:

1.Front line customer service

• Timely and professional answering of the switchboard.


• Immediate acknowledgement of walk in customers.


• Handling queries if possible, alternatively directing queries to relevant department/ individual.


• Emailing messages to relevant staff member immediately.


• Take snapshot of online system and forward to CSA, escalate if no response within 30 minutes.


• Escalate other problems to Management as soon as they are identified.


• Suggest improvements to current processes to improve customer service.


• Assist with providing customers with feedback from Online progress tracking system (Bluespec) when CSA’s are busy.


• Schedule and manage Branch drivers on drivers group chat, and ensure completion of all tasks prior to leaving at the end of the day.


• Ensure you are dressed ac...