CX Customer Service Rep - Escalation Desk
Brand: BTC

Purpose of the Role

The role of the Customer Service Representative/Escalation Desk is to be responsible for supporting the Customer Experience teams, providing floor support on processes and procedures, as well as customer escalations to improve the customer experience through timely resolution of problems and issues.

Accountabilities

- Builds customer loyalty

- Handles escalated calls from agents and supervisors

- Processes urgent requests to completion

- Researches and responds to complaints

- Handles complex processing issues

- Complies with and adheres to all regulatory compliance areas, policies and procedures and best practices.

- Be proactive with customer service activities to ensure an excellent customer service experience

Main Responsibilities/Activitie

- Be proactive in responding effectively to customer queries

- Understands customers needs/wants and be able to respond accordingly

- Maintains and imparts knowledge of all products and services used

- Prepares and submits periodic/monthly reports to the Contact Center Manager on performance of the team

- Performs any other duties related to job functions

Educational Qualifications

A university or college degree in Business Administration or equivalent discipline

Technical Skills

- Computer skills with proficiency in Microsoft Office Applications (MSWord, Excel, PowerPoint)

- Knowledge of BTCs Customer Relationship Management Systems i.e. Cerillion, Access Care etc.

- Knowledge of BTCs customer services practices and policies

- Functional knowledge of Contact Center operations

Experience

Minimum 1-year experience in Customer Service or similar environment performing similar duties and responsibilities as specified

Other Attributes / Behaviors

- Research, negotiation and investigative skills

- The ability to communicate effectively both orally and in writing

- Effective telephone conversation skills and a clear speaking voice

- Good judgment, analytical and reasoning skills

- Excellent interpersonal and customer service skills

- Ability to multi-task and think critically

- Effective time management

- Ability to diffuse irate customers without seeming condescending

- Ability to maintain effective communication and relationships with team members

- Ability to maintain confidentiality at all times concerning customers information

- Excellent listening skills

- Ability to demonstrate empathy

- Ability to handle stressful situations appropriately



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