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Position:

• Logs and validates incoming contacts on the call handling system as required.
• Resolves customer issues using the tools and systems available.
• Completes follow-on actions as appropriate, e.g. dispatch materials, send communications, escalate problems.
• Retains ownership of each case until problem is resolved or resolution is identified.
• Observes strict compliance to licensing, copyright and trademark legislation.
• Protects confidential, sensitive information and materials.
• Accomplishes other duties as required.

• Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• Capable of being self-managed, be a team player, quality conscious, flexible and be eager to share and acquire knowledge.
• Excellent customer, telephone, oral and written communications skills.
• Analytical troubleshooting skills.
• Positive attitude towards all team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards.
• Delivers market competitive performance balanced between productivity, cost and quality.

o Product and process knowledge
o Attendance and punctuality
o Quality of case management and Call handling
o Coach and Support Manager Feedback
o Volume of cases logged and managed
o Customer feedback
o Remote with phone rate
o 100% Diagnosis Accuracy