Handle inbound customer contacts received on written channels, from various EU markets, as required, depending on daily/weekly/monthly demand and business requirement
Use tools and other available systems to provide customer service in the language of the market being supported
Cultural awareness of the various European markets being worked within, for differences in communication style and customer expectations
Efficient and productive to achieve agreed service levels (SLA) and contact centre targets i.e. Productivity Quality, NPS
Strive for’ first contact resolution’ to resolve customer queries efficiently and satisfactorily
Use required systems to resolve customer issues and take the recommended next best action
Adhere to the guidelines within the quality framework to ensure a great customer experience and adherence to client processes