Associate, Resolution at NewGlobe

What You Will Do

• Act as the first contact point for customers resolving all enquiries/requests/complaints in line with defined standards and procedures for the Contact Centre (Standard Operating Procedures).
• Accurately determine type of customer enquiry and/or customer issue and resolve effectively in line with NewGlobe’s policies and procedures.
• Apply customer service policies in day-to-day interaction with the NewGlobe’s customers.
• Analyse and interpret information given by the customer accurately and make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice or discrimination.
• Perform business retention activities and educate customers on NewGlobe's products and services offerings.
• Log all interactions completely and accurately on the CRM.
• Ensure that all escalations are in line with defined standards and procedures for the Contact Centre.
• Demonstrate good telephone and email etiquette in interactions with customers.
• Respect the confidential or sensitive nature of customer enquiries, and handle difficult or potentially aggressive situations appropriately.
• Work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met.
• Contribute positively to team plans, and respect commitment to team decisions.
• Undertake any other duties as assigned by the Resolution Manager