• Provide phone support for Global customers.
• Be responsible to deliver a high quality, customer-driven, supports service resolving customer enquiries at the first point of call wherever possible.
• Demonstrates confidence and willingness to resolve customer requests or queries.
• Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
• Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.