NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society. With a comprehensive system transformation platform and data-driven educational services,
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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
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