To resolve Customers’ queries sent to the 2nd & 3rd support line, analyse the type of queries to find the root-cause with the support of the different stakeholders and assure that the situation is permanently resolved. To guarantee speed in the Customers’ queries resolution.
Key accountabilities and decision ownership [max 5]:
Guarantee that the processes and procedures of the Back-office team is being followed and every other business unit follows them;
Interact with the different stakeholders, internal and external, to guarantee that the SLAs are being accomplished;
Assure that all the operational constraints are being resolved within the stipulated time on the SLA’s document;
Interact with the internal division areas to guarantee that the front office team are empowered – action to reduce tier 2 queries; and
Assure that Customers’ queries are resolved within the agreed timeframe, if not follow up with the specific area to improve the service, guaranteeing that the issue is resolved (root-cause analysis).
Key performance indicators [max 3]:
95% of Customer queries resolved in 4 hours;
10% of Customers’ queries escalated to Back Office – 90% of Customer queries to be resolved on first line (Agent empowerment);
10% of queries resolved on the 3rd line (technical support areas).
Core competencies, knowledge and experience [max 5]:
Detail oriented and used to work with tight time-frames and under pressure;
Strong service oriented mind-set;
Good cooperation and team management skills;
High level of self-dependence and self-organization as well as ability to use own initiative, prioritize and plan ahead;
Innovative attitude, challenging continuously the status quo and always looking for improvement;
Confidentiality and discretion is mandatory.
Must have technical / professional qualifications:
A degree in Business Management, Marketing or equivalent;
Minimum 5 years of professional experience in big corporates, in Customer Services or Commercial; and