Role purpose : Professional investigation, analysis and resolving customer issues (if any). Provisioning order fulfillment, 3rd party detail checking, internal / external email support and escalations, Customer contact & update billing account
Would be responsible for handling back office queries for the UK Consumer & Enterprise customers.
They would be required to performback office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.
The agent will have the following KPI’s that his performance will be gauged on the below :
Productivity / Efficiency
TNPS - Touchpoint Net Promoter Score as measured through customer touchpoint survey
First Time Fix - Percentage of calls resolved on first call, as measured through customer touchpoint survey