Client service transaction processing [Belgium]


 

Division: Operations
  • Responds independently to inquiries of medium to high complexity in one’s own stream.
  • Can manage some non-standard inquiries and specific service issues (non-structural) by raising it to the internal stakeholders and proposing a solution or alternatives.
Role & Responsibilities:
  • Has a good knowledge of services and procedures in the area of expertise
  • May act as a central contact point (e.g. preferred) in responding to their inquiries for a key client or a group of clients and has a basic knowledge of their preferred clients business .
  • Able to participate to a client visit in terms of contributing to the discussion/presentation.
  • May raise wishes of their clients in their own domain.
  • Typically requires analysis, judgment, and sensitivity to customer needs.
  • May coach a newcomer in the area, namely in phone and written responses (i.e. including approving the e-mails of newcomers).
  • Contributes to the continuous improvement by raising problems, participating to problem solving sessions, identify quality or service issues impacting the clients .
  • Can participate to the review of procedures in client services.
  • Can contribute to the preparation and assist to client meetings.
  • May work on small initiaves in Client Service such as those in relation to service and quality analysis, call efficiency, etc.


 

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