Customer Service Agent (3 months contract)

JOB RESPONSIBILITIES

•

Provide timely and accurate responses to customer inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies

•

Work on case volumes across call, email, social media, and chat channels; as well as outbound calls when required

•

Demonstrate in-depth knowledge and understanding of the organization's products and services to effectively assist customers and ensure compliance

•

Troubleshoot and resolve customer issues, escalating complex cases to senior support agents or other teams as necessary, while maintaining ownership of the case until resolution

•

Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns

•

Collaborate with cross-functional teams to provide feedback, suggest improvements, and advocate for customer needs and preferences

•

Contribute to the development and maintenance of KAF's knowledge base to facilitates customer self-service

•

Drive overall customer satisfaction metrics ensuring service quality through case journey and providing regular updates across touch points

•

Drive adherence to service levels across channels and achieve Best in Class productivity, impacting resolution times for end customers.

JOB REQUIREMENTS:

•

At least 1 year of relevant experience in a Customer Service / Customer Experience function in the Financial Services industry or Digital Natives companies

•

Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner

•

Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries

•

• Empathy, patience, and a customer-centric mindset to handle customer complaints and requests