Associate - Customer Service

 As a Customer Support Associate, you will be responsible to provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.

Reporting to the Manager Customer Support you will be part of the Customer Support Hydra IND who Improve and optimize customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality

What you will do

• Be able to respond across all products, but become an expert in at least one area
• Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
• Maintain open and transparent communication within the team
• Proactively escalate any issues that would affect the customer experience
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
• Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
• Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.