Job Description • Provide exceptional customer service in every interaction. • Work allocated offline tasks (processes) as directed by your supervisor. • Manage, resolve, and escalate complaints accordingly in line with the complaints process. • Manage all follow up work, diarising actions to ensure they are fully resolved and completed • Multitask between several different workstreams to support customer demand. • Maintain your knowledge and understanding through self-development and learning. • Ensure set KPIs and SLAs are maintained and adhered to. • Adhere to call quality standards and compliance requirements. • React to real time demand, to re-prioritise to ensure the customer needs are met. • Continually assess ways in which they can improve processes, to work more efficiently and provide a better customer experience.