As a Customer Service Facilitator, you will be the first point of contact and you will use precise communication skills to answer incoming interactions and handle customers’ requests, complaints and other general information questions.

As a Customer Service Facilitator, you will be the first point of contact and you will use precise communication skills to answer incoming interactions and handle customers’ requests, complaints and other general information questions. You will also use your investigation skills to resolve customer enquiries within the established SLAs.

Main Accountabilities and Responsibilities

• Resolve customer enquiries by telephone, email or chat with a positive and service-oriented attitude

• Ensure responses are delivered to customers within agreed timescales

• Evaluate the nature of customers’ enquiry accurately and determine the appropriate action to be taken

• Analyse and interpret information given by the customer precisely

• Build sustainable relationships of trust through open and positive interactions with customers

• Ensure customer enquiries are clearly communicated to relevant Departments / third parties as per set procedure

• Follow through on customer cases

• Interact with inter-departments in a positive and service-oriented manner

• Apply systematic and logical thinking to solve complex issues

• Respect the confidential or sensitive nature of customer enquiries

• Be up-to-date with internal procedures, products and current promotions

• Ensure to have intuitive understanding of systems tools

• Carry out administrative work and ensure correct information is displayed on all documents

Knowledge, Expertise and Qualifications

• Very good written and oral communication skills in English is a must.

• Comfortable to deal with inbound and outbound enquiries

• Good Telephone etiquettes

• Very good Listening and Problem Solving Skills

• Organization Skills

• Ability to retain information effectively

• Ability to adopt a rational approach to customer cases

• Reporting Skills

• Be service oriented

• Ability to maintain workflow on multiple ongoing tasks with attention to detail and ability to prioritise

• Previous experience in Customer Service will be a definite advantage

• Good mastery of Microsoft office tools

• Knowledge of products offered by the business

Personal Qualities

• Open and communicative

• Positive outlook

• Self-Motivated

• High level of Interpersonal Skills

• Ability to work within a Team

• High standard of personal integrity and conduct

• Good level of accountability and responsibility

• Self Confidence

• Proactive Attitude

Hours of Work: Monday to Sunday; 5 days out of 7 on shifts not exceeding 9 hours between 18:00-18:00