Job Description:
- Answer a large volume of inbound queries, both by email and live chat, providing exemplary customer service to field employees.
- Recognise when a complaint is being made and when to escalate to a line manager where required.
- Respond to queries and issues promptly with the aim of providing first contact resolution at every opportunity
- Set clear expectations with all customers where follow on contact is required, ensuring you respond as agreed.
- Maintain comprehensive and detailed records of all customer interactions by updating account information
- Own queries and issues, and coordinate with internal departments to find solutions and resolve matters with urgency
- Support with technical ownership of relevant DX files, liaising with agencies and clearing down errors and ensuring automated invoices are produced
- Monitor Cielo Timesheet errors and make sure they are cleared down accurately and to timeframes
- Manage and process the Cielo Holiday Pay submission on a weekly basis, ensure requests are raised accurately and to timeframes
- Correctly identify and enter Motability Agency Margin timesheets to timeframes
- Maintain good relationships with field employees, agencies, and other internal departments
- Manage your own workload, delivering to agreed service levels
- Maintain customer accounts by processing adjustments where required
- Work as a team player and contribute to team effort by accomplishing related results as needed
This is not a complete statement of all duties and responsibilities of this post. The post holder may be required to carry out any other duties as directed by the Manager and Organisation.
This post is only for UMT students (Current/Alumni), no outsider will be entertained via this portal.