Member Engagement Agent (VM Financial Group)

To provide timely, accurate resolution of customer service inquires received via all contact channels on behalf of the VM Group.

JOB SUMMARY:

To provide timely, accurate resolution of customer service inquires received via all contact channels on behalf of the VM Group in keeping with service levels and from end-users who require assistance with their login credentials and user support in order to access and/or use our online/electronic channel solutions.

DUTIES & RESPONSIBILITIES:

• Answer calls professionally.
• Respond to member/customer/client inquiries received via all contact channels on behalf of the VM Group in keeping with service levels.
• Respond to all written member/customer/client requests.
• Answer queries by clarifying desired information, researching, locating, and providing information.
• Research required information using available resources.
• Own, log, and resolve member/customer/client issues.
• Ensure tickets are closed as per service level agreement.
• Receive, log, and immediately escalate member/customer/client complaints.
• Follow-up with member/customer/client and internal resources at agreed intervals on the state of open issues/complaints.
• Resolve issues by clarifying desired information, researching, and exploring answers and alternative solutions, implementing said solutions, and escalating unresolved issues.
• Provide member/customers/customer/clients with product and service information

QUALIFICATION & EXPERIENCE:

• Five (5) CXC’s or equivalent – English and Mathematics mandatory
• At least six (6) months’ work experience in a call centre environment

SKILLS & COMPETENCE:

• Knowledge of customer service principles and practices to include call centre telephony and technology
• Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Must possess and be able to demonstrate strong influencing and closing skills