Job Summary / Overview The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally. The Operation Customer Expert will be responsible for customer support at the designated touch point. The Operation Customer Expert must get full understanding of the customer's enquiry and attend to the customer, solving the issue and log it on CRM and all other systems as need be. Key Responsibilities and Accountabilities Functional Responsibilities Provide one-stop customer support for all services by responding to customer contacts within defined SLAsResolving all complaints, concerns and issues in a timely and diplomatic manner.Conduct activities professionallyDemonstrate knowledge of service standards or service level agreementsDemonstrating knowledge of the impact of providing professional service to Customers.Understanding the importance and impact of first call resolution (FCR)Working with the Team leader on performance improvement as an individual and with the team as a wholeEnsuring complaints/concerns are resolved or escalated on timeDetermining when a problem requires action from a higher level of authorityParticipate in regular team meetingsProviding timely notifications to management of negative trends, urgency of issue, or extent of required follow upEducate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.Updating client comments, complaints, reports and compliments on all relevant SystemsThe job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needsResolve customer query on first contact and keep the promise of query/problem resolution for escalated casesTake full ownership of customer cases that land and handover unresolved cases at end of dayConfirm client information and update on existing database. Enhance customer loyalty and upsell accordingly.Record information on the reason for contact – service request, enquiry or complaints. Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on. Standard General Security Roles and Responsibilities Understand and adhere to policies, guidelines and procedures about ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement. Protect company assets, systems, proprietary and confidential information in accordance with the company's Confidentiality policy and Corporate Information Security Policies and ProcedureProactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process. Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and state/national requirements Requirements Degree/Diploma in any related fieldProficiency in MS office, typing speed – 45 WPMCompetency in C1 English and excellent grammar skillsMinimum 2 years’ experience preferably in a BPO sectorPrevious experience in customer service/Telesales is desirableGreat people skillsShould be flexible to work in shifts both day and night Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsKnowledge and experience in reading, analyzing, and interpreting reports and support proceduresAbility to present information effectively and respond to questions from management, peers and customersAbility to handle service delivery and service assurance processes and structures in a large environmentSelf-driven, customer centric and team playerProactive and self – motivatedPhysical Demands & Work EnvironmentWhile performing the duties of this job, the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, copy machine, calculator. Employee will regularly use a computer for extended periods of time.The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.