About this role
Role Purpose:
Deliver excellent customer service through voice and chat channels while ensuring full compliance with regulatory, quality, and operational standards.
Key Responsibilities:
- Handle customer contacts via voice and chat.
- Resolve queries efficiently and professionally.
- Adhere to all compliance, data protection, and quality requirements.
- Accurately document customer interactions.
- Take ownership of customer issues through to resolution.
- Escalate complex cases when required.
Success Measures:
- CSAT and quality scores
- Productivity and adherence
- First Contact Resolution (FCR)
100% compliance with regulated processes
Responsibilities
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
Qualifications
Higher Education Diploma with 0 - 2 years of relevant experience
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