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Job Description:

OVERALL PURPOSE:

This position is responsible for answering all types of shared services telephone inquiries accurately and courteously using the various Client Care systems.

SPECIFIC ACCOUNTABILITIES:

1.         Answers all types of inquiries of clients’ shared services telephone inquiries in a timely, accurate and courteous manner

2.         Resolves Client care technology-related inquiries, generates T-PIN requests, validates Sun Link online and SMS registration/resets passwords and facilitates Teleapplication processing.

3.         Responds to clients’ requests and facilitates resolution of their complaints

4.         Provides excellent “front-line” service over the telephone

5.         Logs all calls in the SalesForce system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff

6.         Monitors unresolved/ not updated referred SalesForce cases/requests; coordinates with back-end support unit all requests and adjustments of clients records and updates SalesForce Service Requests (SR) until resolved based on agreed turnaround time

7.         Prepares and issues various written correspondence and facilitates clients’ requests for computation using specified worksheets

8.         Prepares daily and weekly fulfillment reports accurately based on agreed turnaround time

Job Category:

Call Centre

Posting End Date:

13/10/2024