Senior Analyst Customer Service Representative

Key Accountabilities

• Initial point of contact for all retail consumers regarding site experience concerns
• Provide superb customer service to our customers and team members.
• Leverage deep understanding of specific key account customers processes / systems
• Act as an escalation point for any verbal or written form of enquiries from external/internal customers
• Interact in a professional friendly and efficient manner and increase relevant concerns
• Retail marketing program information policy and product fulfilment.
• Retail site experience complaints fuel quality claims site locator etc.
• Complaint resolution identification and management of complaint root causes.
• Representatives are responsible for accurately creating tickets promptly and efficiently acquiring critical information and passing that information to the appropriate personnel.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests provide contact information and call logs and contact response teams; these systems include telephone systems other electronic data capture systems the notification system Microsoft Office and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists business notification requirements issue requirements and paths.
• Must have the ability to resolve appropriate actions for new or outstanding incidents without scripted mentorship.
• Transfer knowledge at shift change to ensure handover of critical ongoing incidents and tickets are handled efficiently and accurately.
• Complete any special assignments such as data support for critical systems system and activity documentation knowledge base activities and other operational related assignments.
• Engage in continual learning and education to ensure a high level of understanding about business operations technology and Crisis Management/Emergency Response systems and capabilities.
• Representatives must effectively engage in continuous improvement in all activities

Education:

• Graduate degree
• Highlevel computer knowledge in both hardware and software
• Networking and general application support

Experience and Job Requirements:

• Outstanding customer service skills.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Minimum 57 years of experience in established customer service organizations
• Teamoriented approach.
• Strong problemsolving skills.

• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely accurate and highquality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Perform user acceptance testing in technology and systems to help ensure effective improvement execution.

Interested can contactOR email resume to

Customer Service,customer handling,blended process,chat process,call process & e-mail process,email,chat,inbound,outbound,calling