Customer Support

• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated
• Monitor and evaluate the overall support centre performance and provide action plans and performance targets
• Monitor and feedback on working methods, productivity and quality on team and individual level
• Work towards achieving first call resolution and thereby reducing repeat visits
• Compensatory matrix is implemented and improvements are discussed with the support centre manager
• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording