Job Description

This role is a key position for the delivery of process innovation and continuous improvement initiatives across GBS. The role will play an important role in helping to foster a culture of sustainable change through the creation and implementation of CSI plans and processes.

. Good understanding of business processes, service offerings and communication

. Strong ability to effectively recognize and manage interpersonal communication needs

. Active working relationship within other cross functional areas

. Develop working relationships within all other departmental specialties as well as other functional areas within EBS

. Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.

. Research required information using available resources for faster resolution

. Recognize, document, and alert the management of trends in requests & queries

. Identify customer needs, research issues, resolve complaints, and provide solutions

. Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team

. Recommend improvements for processes to boost organizational efficiency

. Identify and escalate issues to supervisors

. Provide service information to customers

. Awareness to update knowledge base

EXPERIENCE

. Superior listening, verbal, and written communication skills

. Ability to handle stressful situation appropriately

. Proficient in service management tools

. 1-3 years of experience in a call center environment

. Knowledge of customer service practices and principles

Requirements

EDUCATION

. University/college degree is an asset.

. Previous customer service experience, preferred.

KEY SKILLS

. Verbal communication

. Phone skills

. Listening

. Data entry skills

. People skills

. Informing

. Customer focus

. Customer service

. Attention to detail

. Professionalism

Multi-tasking