Customer Service

To deliver efficient and effective customer service to existing and prospective customers, anticipating, responding to, and exceeding customer expectations at all times.

To actively promote products and services, recognise sales opportunities, and increase new business by sustaining and upgrading the existing customer base.

• Respond to enquiries from customers and internal stakeholders in a professional, timely, and efficient manner in accordance with departmental standards (SLA’s) and KPI’s.

• Proactively promote products and services in line with the enquirer’s needs.

• Actively recognize and progress/hand off sales opportunities to the relevant teams to increase business.

• Obtain a high level of knowledge around the systems, processes, and products within the department to serve as a point of reference for queries and to identify and/or resolve issues and problems.

• Develop excellent working relationships with both internal and external customers to expand networks.

• Communicate articulately at a high level, both verbally and in writing.

• Actively participate in positive communication within the Customer Service Teams.

• Propose and support the development of new work processes and procedures, assisting with the implementation of solutions.

• Participate in the performance management system by giving and receiving feedback and gathering evidence to support performance and behavior.

• Maintain awareness of and comply with relevant policies and procedures that fulfill legal/audit requirements (e.g., Data Protection and Complaints Procedure).

• Ensure confidentiality in all matters and recognize that any breach of confidentiality will be treated seriously.

• Comply with appropriate data standards.

• Carry out other duties as specified by the line manager to support the team.