The CSR1 will interact with our clients on a variety of queries. This is primarily through voice contacts but can also concern chat & email interactions (depending per client).
The CSR uses clear agreements and guidelines when handling questions / problems and is skilled in the use of supporting information systems.
Due to the different nature of the questions / problems, scripts are hardly used, if at all. The average handling time varies based on the contact query.
The CSR is immersed in our clients product and processes through a full onboarding training before go live. Through our internal systems the CSR is responsible for staying up to date with product changes, ensuring they provide all customers with the correct resolution.
Our L&D department will support in providing the required knowledge & skills for further on the job training / development.
The CSR complies with clear quantitative and qualitative agreements (KPIs).
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