To respond to customer or partner issues whether raised by telephone or by written communication.
To respond to all customer issues within the timescales defined by management (Service Levels).
To ensure at all times that customers are handled within the framework of the company’s Policy and Procedures documentation.
To log all customer interactions on system using the case logging guidelines.
To maintain a log of open issues and keep customers informed of any progress.
To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.
To ensure always that the European Assistance Centre is viewed positively by colleagues and the company’s customers.
To arbitrate, if required, between the customer and the company’s partners.
To ALWAYS add value to the customer interaction.
Be a customer focused individual who enjoys problem solving. Have a high standard of verbal and written communication. Good telephone skills and be able to listen, empathise, diffuse anger and take control of the conversation. Be able to take ownership of customer