We are seeking highly motivated Customer Support Associates to join KVC Consultants Ltd. In this role, you will be responsible for managing customer interactions across calls, emails, and chat, ensuring timely and professional service. You will leverage your problem-solving skills and business knowledge to provide first-time resolutions and maintain high customer satisfaction.
Roles and Responsibilities:
- Manage all customer interactions through calls, emails, and chat in a timely and professional manner within agreed service levels.
- Complete customer requests for new or additional services according to business rules and processes, within defined service levels and accuracy targets, to ensure first-time resolution and avoid repeat contacts or corrective actions.
- Demonstrate ownership and accountability throughout all customer contact, representing the client in the best possible light and acting as the customer champion.
- Understand and interpret customer contracts into day-to-day processes and utilize that knowledge in handling requests.
- Engage with key stakeholders over the phone, via e-mail, or face-to-face when requested, building and developing relationships with these customers and partners.
- Be flexible to cross-train and support with other complexities in the wider business area.
- Assist with any other key tasks as requested.
- Adapt to and thrive in a fast-paced, dynamic environment.
Skills Requirement:
- Communicate clearly and professionally both verbally and in writing.
- Strong problem-solving skills, including effective questioning and diagnostic abilities.
- Ability to develop and maintain a network of contacts internally and externally.
- Understanding of customer contracts and delivery expectations.
- Effective listening skills and excellent attention to detail.
- Decision Making: Make decisions mainly based on policy, process, and published business rules and pre-set investment levels. Be empowered to find the best solution for the customer and escalate where this is not possible within defined rules or processes.
- Business Knowledge: Possess strong knowledge of business and consumer tariffs, products, services, devices, processes, and business rules to achieve single-call resolution and provide the best customer experience at all times.
QUALIFICATION:
- Graduate or equivalent practical experience.
