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.
