 Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
 Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
 Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
 Building lasting relationships with clients and other call center team members based on trust and reliability.
 Utilizing software, databases, scripts, and tools appropriately.
 Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
 Making sales or recommendations for products or services that may better suit client needs.
 Taking part in training and other learning opportunities to expand knowledge of company and position.
 Adhering to all company policies and procedures.

 Respond to requests via phone/email/radio/word of mouth.
 Log requests on Concept Evolution ensuring relevant information is captured in real time.
 Ensure all service desk documentation is updated.
 Organise and prioritise normal workloads which include straightforward activities.
 Manage and prioritise own workload.
 Identify requests types and update their statuses on Concept Evolution.
 Follow up on outstanding requests.
 Update customers on progress of requests.
 Willing to work during weekends and public holidays Quality.
 To comply with the call and email quality monitoring scripts.
 Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on Concept Evolution.
 Ensure all information is documented in accordance with the service desk processes.
 To effectively manage customer complaints and capture all relevant details on Concept Evolution Others.
 The incumbent should be able to understand the requests, inquiries and complaints of the customer and accurately log it in the system.