• VePub Press
  • Jobs
  • Senior Project Manager

Description:

  • Deliver swift and efficient front line service to merchants and end customers
  • Ensure that all KPI’s and daily tasks are completed to a high standard
  • Maintain set SLA’s and ensure any issues are escalated to the Team Leader
  • Continually implement best practice customer service processes and procedures
  • Identify and report urgent / escalated issues to the Team Leader
  • Identify recurring issues and escalate to Team Leader
  • Work closely with Team Leader to identify and develop improvements to procedures
  • Assist with evaluating & improving the service provided by our CS team
  • Assist CS agents to answer customer and merchant enquiries in line with procedures
  • Identify & assist with investigation of root causes of reoccurring issues and assist with delivering solutions
  • Evaluate and strive to improve our customer service team and support systems

Requirements:

  • Excellent written communication skills in English
  • An open mind, ‘can do’ attitude and the ability to handle large volume workload with speed, accuracy and efficiency
  • Additional languages would be an advantage
  • Customer service orientation
  • Flexibility
  • Problem Solving/Analysis
  • Teamwork Orientation

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