Member Experience Operations Officer

Context Of The Role

Key Role Responsibilities

• Provide Level 1 technical support via phone and/or email for online payment accounts for our high-value clients in a 24/7 environment.
• Assist with product or application related inquiries.
• Provide technical support to customers on operational or maintenance aspects of system equipment by: Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures. Helping to identify and initiate corrective action by determining the most cost effective solution
• Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Helping to identify and initiate corrective action by determining the most cost effective solution
• Repair/resolution to minimize customer downtime
• Redirect/escalate issues to appropriate resources for high profile customer issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
• Following up and making scheduled callbacks to customers if/as necessary.
• Ensure that there is a thorough understanding of customer queries and issues
• Answer all emails and/or phone calls within required time frames in a professional manner with accurate and complete information.
• Adhere to agreed processes, meeting required work standards, targets and objectives.

Qualifications