Customer Service Representative

Responsibilities:

• Support members via chat service, emails and over the phone throughout the member journey
• Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required
• Address member complaints in a compassionate and patient manner
• Strive to achieve high member satisfaction by going above and beyond and delivering a 'WOW' member experience every time
• Motivate and encourage members across the member journey to maximize member satisfaction
• Collaborating with the rest of the team on new member-centric initiative
• Proactively review the user journey, find and work upon areas of improvement

Skills:

• Excellent written and verbal communication skills
• Collaborative and result oriented
• Structured approach of thinking and execution
• Strong sense of service orientation and solution driven approach