Customer Service Specialist (PLUK)

We are seeking a Customer Service Specialist (PLUK) to join our team.

As a Customer Service Specialist, you will interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

Key responsibilities include:

• Providing accurate and timely responses to customer inquiries and requests
• Collecting data and performing customer data analysis to recommend value-adding solutions/services
• Resolving incidents and issues as they arise
• Escalating issues/concerns to the appropriate unit/squad of the company
• Preparing initial assessments, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of the Case (FOTC) analysis and recommending solutions and Next issue avoidance (NIA)
• Promoting digital tools' utilization to customers
• Ensuring accurate ticket categorization, assignment, and endorsements
• Ensuring that raised production tickets are closed within service level agreement
• Providing updates, feedback, and resolution to customers from time to time
• Reviewing and assessing Service Requests raised by the business and ensuring development is within committed schedule
• Promoting and participating in collaborations to address common issues/concerns
• Recommending process improvement initiatives
• Performing other functions/channel assignments as may be assigned

Requirements:

• Ability to work in a fast-paced environment
• Strong communication and interpersonal skills
• Analytical and problem-solving skills
• Ability to work independently and as part of a team

We offer a competitive salary and benefits package.