We are currently seeking a high caliber professional to join our team as CCSS Representative Inbound, Level 1

Areas and Accountabilities:

Impact on the Business

• Handles contacts with company customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible.
• Delivers what is promised in line with customer expectations
• Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

Customers / Stakeholders

• Provides excellent customer service to basic customer contacts by keeping up to date on training and internal communications
• Generating customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate

Leadership & Teamwork

• Acts as a role model for our Group Values ​​and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values ​​diversity amongst team

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes-Oxley Requirements) for IWPB Centers
• Maintain company internal control standards
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for Contact Centers

Qualifications, Knowledge & Experience:

• Must have education standard to at least High school diploma and be of a legal working age
• Must be proficient language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialized applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy